Customer Care Representative

M-KOPA

full-time

Posted on: 2/22/2026

Location Type: Hybrid

Location: Nairobi • Kenya

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About the role

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

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

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

communication skillsactive listeningcustomer focusadaptabilitymulti-taskingtime managementemotional managementcalm under pressure