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

Job Purpose

The primary purpose of this role is to serve as a central contact for internal device protection operations and external third-party solution providers. The role demands a high level of attention to detail to ensure that documentation reviews and collaboration with external parties are conducted with the utmost precision and efficiency.

What will you do?

In this role, you will receive, review, and determine whether to approve or reject documentation submitted for phone protection benefit applications. You will log all applications into a central tracking report and use a ticketing system to confirm whether applications meet eligibility criteria or require additional documentation. Once reviewed, applications are submitted to the third-party solution provider for approval via mail, with any questions addressed promptly.

Effective communication with customers is essential to keep them informed about the approval or rejection status of their applications. You will also share weekly or monthly reports with the finance team to support reconciliation and payouts. Timely updates regarding pending applications due to stock shortages will also be shared with the warehouse team, and follow-ups will be conducted as needed.

This role will also involve addressing escalations related to unresolved benefit applications, ensuring that all issues are promptly resolved and customer concerns are effectively managed.

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

Expertise

We're looking for someone who can communicate clearly and professionally with internal and external customers, with a keen eye for detail and strong time management skills. The ideal candidate will make informed decisions while maintaining confidentiality and handling sensitive information responsibly.

The role requires someone who can identify and resolve issues quickly, ensuring accuracy and quality in their work. Adaptability is essential, as the candidate will manage competing demands and handle unexpected changes or delays.

A Matric is required, with a Diploma or equivalent (Bachelor’s degree preferred). The candidate should have two years of experience in device protection claims processing and strong analytical skills.

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 thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) 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.