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Customer Care Rep – Calls Job M-KOPA Solar
Customer Service Jobs, M-KOPA Solar Jobs.
We are looking for a Customer Care Representative – Calls to provide exceptional support across inbound and outbound call channels for M-KOPA Mobility customers. This is a dynamic, frontline role where you’ll be the voice of M-KOPA — resolving inquiries, responding to emergencies, gathering feedback, and ensuring every customer interaction contributes to a positive experience.
“This is not your average call center role. You’ll be handling everything from routine inquiries to road traffic emergency escalations, insurance follow-ups, and after-sale support — all while maintaining composure and delivering real solutions. It’s a role for someone who thrives under pressure and genuinely cares about getting things right for the customer.”
About Us
At M-KOPA, we’re focused on digital and financial inclusion across Africa, serving over 3 million “everyday earners” through pay-as-you-go asset financing. Our Mobility division is expanding access to electric motorbikes, helping riders transition to cleaner, more cost-effective transportation solutions.
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What You’ll Do
- Manage Mobility inbound and outbound calls in a timely manner
- Follow communication scripts when handling different customer topics
- Identify customer needs, clarify information, and provide solutions or alternatives
- Seize opportunities to upsell products when they arise
- Work on customer tickets, resolving both escalated and newly created tasks
- Keep accurate records of all conversations in the call center database
- Identify and escalate priority issues and concerns to management
- Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
- Assist in the customer home electrical audit process and management
- Follow up with third parties for repairs, accidents, and insurance resolution
- Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
- Support in thermal incidences and escalate to management
- Support issues related to driving training, logbooks, and number plates
- Receive and escalate customer documentation related to incidents and accidents
- Propose new ideas from customer feedback to help the Mobility team improve processes
This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Lead.
Expertise
- Previous experience in a customer support role
- Strong phone and verbal communication skills with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to track your own work daily and compare against benchmarks
- Ability to manage emotional responses and remain calm under pressure when dealing with difficult content
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How to Apply
🚨 Before You Apply for This Job. Need Help With Your CV?
This job will attract 1000+ applicants.
Many qualified professionals miss out on getting shortlisted and interviews – not because they lack experience, but because their CV doesn’t clearly show how they fit this specific job.
🎯 Want to get an interview fast? Customize your CV specifically for this job.
Using the same CV for every application will not get you interviews.
Email your CV today to our Client Service Manager, Rose, using cvwriting@corporatestaffing.co.ke
Subject: CV Review & Upgrade.
Rose & our recruiters will review your CV and show you exactly how to improve it for the job you are targeting.
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