Customer Care Representative - Activations at M-KOPA Solar

What You'll Do

• Screen and allocate new customers to ensure they meet onboarding requirements
• Verify documents, customer details, and data accuracy as shared by the sales teams
• Guide customers through the onboarding and activation process step by step
• Ensure proper use of scripts, processes, and compliance guidelines
• Update customer records promptly and accurately on relevant platforms
• Upload customer data onto telematics platforms
• Correctly capture customer details and issue insurance certificates
• Provide clear communication and education during the activation stage
• Escalate incomplete, suspicious, or non-compliant sales
• Collaborate with other teams to resolve onboarding issues
• Track onboarding progress and ensure customers are activated within set timelines
• Share feedback and suggest process improvements
• This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Leader - Activations.

Expertise

• Diploma in Customer Service or a related field
• Experience in onboarding or customer service
• Strong attention to detail and accuracy in data entry
• Good written and verbal communication skills
• Ability to follow structured scripts and processes
• Problem-solving and escalation ability
• Professionalism, reliability, and a customer-first mindset