Customer Care Representative

We are looking for a Customer Care Representative to join our Customer Care department; as we scale up and drive digital and financial inclusion across our markets.

Job Purpose

In this position, you will efficiently manage and respond to all customer inquiries received via phone. Your primary objective will be to provide comprehensive support regarding M-KOPA customer accounts or products, to achieve overall positive customer satisfaction through first-call resolution.

What will you do?

As part of your role, you will be tasked with handling various Customer Care responsibilities. This includes receiving and managing all customer inquiries via phone and ensuring prompt and satisfactory responses. Addressing customer issues or queries will also be a significant aspect of your duties, with the ability to escalate matters to the next level of support when necessary.

Moreover, meticulous documentation of all customer interactions in the provided systems will be essential for maintaining accurate records. You will also play a pivotal role in educating customers on relevant M-KOPA products and processes, empowering them to utilize our offerings effectively.

Lastly, you will be expected to provide additional support as directed by the Customer Care Team Leader or Manager, contributing to the overall efficiency and effectiveness of our customer care services.

This is an on-site role in Lagos, Nigeria, reporting to the Customer Care Team Leader.

Expertise

In the dynamic world of customer service, experience is key. At least six months in a similar role, a passion for resolving difficult customer issues, and competency in using Microsoft Office will make you a reliable and adaptable team member.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.