Job Description

Shape Voices. Transform Experiences. Build Excellence.

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Customer Care Trainer | M-KOPA South Africa

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Where Every Voice Becomes a Brand Ambassador

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What if every customer interaction could turn a moment of frustration into

loyalty

? What if every support conversation became an opportunity to

strengthen relationships

rather than just resolve issues? At M-KOPA, we believe exceptional customer care isn't just about solving problems--it's about

creating experiences

that customers remember and recommend.


As our

Customer Care Trainer

, you won't just teach scripts. You'll

architect the voice

of our brand across every customer touchpoint.

This isn't training. This is transformation.

The Mission That Matters

You'll be the architect behind M-KOPA's customer experience excellence, developing and delivering training programs that transform customer care representatives into

brand ambassadors

. Your influence extends across in-house teams and BPO partners, ensuring every customer interaction reflects our values of

accessibility, empathy, and empowerment

.


The challenge? Creating consistent excellence across diverse teams, multiple channels, and evolving product offerings. The opportunity? To build training frameworks that

scale exceptional customer experience

across one of Africa's fastest-growing fintechs.

Your Canvas of Impact

Learning Experience Design

Design and deliver dynamic training programs that engage CCRs across products, processes, systems, and soft skills Create immersive learning experiences that stick--moving beyond traditional classroom training to experiential development Develop content that transforms technical knowledge into authentic customer connections

Performance Intelligence & Development

Conduct sophisticated needs assessments to identify skill gaps and performance opportunities Partner with Quality Assurance and Team Leaders to create targeted development plans Design and administer assessment programs that measure both knowledge retention and application

Content Innovation

Create compelling training materials that bring M-KOPA's products and processes to life Develop customer handling frameworks that balance efficiency with empathy Build training resources that evolve with product launches and process improvements

Cross-Functional Leadership

Serve as the strategic bridge between Customer Care and Product, Sales, and Market Development teams Translate business changes into actionable training strategies Champion customer insights and training needs across the organization

Change Management Excellence

Lead training initiatives that support organizational transformation and growth Foster engagement and motivation within customer care teams Build learning cultures that embrace continuous improvement and innovation

The Learning Leader We're Seeking

Your Foundation:

Bachelor's degree

in Education, Training & Development, Human Resources, or related field

2+ years

of call center training experience (customer service experience is a valuable plus)

Proven track record

of designing and delivering impactful training programs

Deep understanding

of customer service excellence and training best practices

Your Technical Arsenal:

CRM Systems Mastery

: Proficiency in Customer Relationship Management platforms

Microsoft Office Excellence

: Advanced skills across the suite, especially PowerPoint and Excel

Content Development

: Experience creating engaging, multimedia training materials

Assessment Design

: Ability to create meaningful evaluation and certification processes

Key Factors:

Communication Excellence

: Outstanding verbal and written communication that inspires and instructs

Analytical Thinking

: You see patterns in performance data and turn insights into action

Coaching Mastery

: Natural ability to develop talent and unlock potential in others

Customer-Centric Mindset

: Deep empathy for both customer needs and agent challenges

Adaptability

: Thrives in fast-paced environments with evolving priorities

Attention to Detail

: Ensures training quality and consistency across all touchpoints

Your Values:

Excellence Obsessed

: You believe every customer deserves exceptional service

Continuous Learner

: You're always exploring new training methodologies and technologies

Collaborative Spirit

: You build bridges between teams and drive alignment

Empowerment Focused

: You develop people to exceed their own expectations

Why M-KOPA Elevates Training

Global Impact, Local Excellence

Your training programs directly impact customers across multiple African markets--every session you deliver scales across thousands of interactions.

Career Acceleration

Join a learning organization where your development expertise shapes company growth and your own career trajectory.

Innovation Platform

Access to cutting-edge training technologies, methodologies, and resources that keep you at the forefront of learning design.

Strategic Influence

Your voice shapes not just training content, but customer experience strategy and business outcomes.

Collaborative Excellence

Work with world-class Customer Care, Product, and Operations teams who value learning and development.

Recognition & Growth

Competitive compensation with opportunities for advancement as M-KOPA scales across Africa.

Your Decision-Making Authority

Training Strategy

: Full ownership of training delivery, facilitation methods, and learning experience design

Assessment Programs

: Complete control over quiz development, administration, and certification processes

Performance Interventions

: Authority to design targeted development plans based on skill gap analysis

Content Creation

: Independence to develop and update training materials that reflect business changes

Stakeholder Communication

: Direct engagement with internal teams and external BPO partners

System Optimization

: Ability to recommend and implement training technology and process improvements

Ready to Transform Customer Care?

If you're currently training teams but want to

shape entire customer experiences

... If you're developing content but dreaming of

building brand ambassadors

... If you're successful in traditional training but ready to

innovate learning design

...

This is your platform to make training transformational.

Why M-KOPA?

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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 5 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.