Customer Care Representative - Payments & Chats at M-KOPA

Nairobi, , Kenya -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

23 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, WhatsApp Business, Digital Channels, Payment Operations, Written Communication, Data Entry, Escalation Management, SLA Management, Payment Reversals, Payment Approvals, Refund Processing, Data Maintenance, Attention To Detail, Complaint Resolution, Empathy, Adaptability

Industry

Financial Services

Description

We are looking for a Customer Care Representative – Payments & Chats to deliver exceptional customer support across WhatsApp and other digital channels, while also managing and optimizing payment processes for M-KOPA Mobility customers. This is a dual-function role that combines the responsiveness of real-time chat support with the accuracy and discipline of payment operations. "This role suits someone who is equally comfortable crafting a professional WhatsApp response and reconciling a payments file at the end of the day. You'll be holding two important responsibilities at once — keeping customers informed and satisfied through digital channels while ensuring payment processes run accurately and on time." 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. What You'll Do • Engage with customers through WhatsApp and other non-voice platforms, responding promptly and professionally • Update and maintain accurate customer data across multiple platforms • Monitor chats and escalate critical issues when necessary • Ensure brand tone and voice consistency in all written communications • Collaborate with internal teams to resolve customer issues and meet service standards • Suggest improvements to enhance channel performance and response efficiency • Work on payment tasks on Freshdesk and deliver 90% SLA • Perform reversals on payments that are over 24 hours in the payments queue • Upload M-PESA file for payment approvals by 4PM every day • Resolve all payment-related escalations directed via email • Ensure all payment processes comply with internal policies • Manage the swift refund process as per business standards for Mobility customers • Monitor payment systems and escalate issues promptly • Act as the point of contact for the Customer Care team on all payment-related issues • Ensure monthly statements and reconciliations are completed and shared with Finance on time • Update and maintain accurate data on the Mobility payments file This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Lead. Expertise • Diploma in Customer Service or a related field • Previous experience in customer support or social media engagement • Excellent written communication with strong grammar and spelling • Proficiency in WhatsApp Business and related tools • Fast typing skills and ability to handle multiple chats simultaneously • Strong attention to detail and accuracy in data entry • Ability to resolve complaints with professionalism and empathy • Flexibility and adaptability to new tools, processes, and customer needs If the above is of interest to you, please apply. 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. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.

Responsibilities

This dual-function role requires engaging with customers via WhatsApp and other digital channels while simultaneously managing and optimizing payment processes, including performing reversals and ensuring daily file uploads for approvals. Responsibilities also involve maintaining accurate customer data, ensuring brand voice consistency, and resolving payment-related escalations promptly.