Customer Care Manager

As the Customer Care Manager you will provide strategic leadership and oversight for M-KOPA South Africas customer care operations, managing multiple customer-facing teams across voice and digital channels. You will be responsible for implementing customer strategies, driving process improvements, managing team performance, and ensuring efficient call center operations aligned with company objectives.

At M-KOPA, you will have the exciting opportunity to provide strategic direction and operational leadership to our growing customer care teams in South Africa. You will be responsible for managing multi-channel customer interactions, optimizing call center performance, and continuously driving process improvements aligned with our customer-focused values. This role empowers you to make impactful decisions, including overseeing team development and performance management, handling critical customer escalations, and collaborating closely with BPO partners. If youre passionate about delivering exceptional customer experiences, enjoy tackling challenges in a dynamic environment, and want to play a central role in shaping our service delivery, then this opportunity at M-KOPA is for you.

Our expectations are that you would comfortably provide leadership and strategic oversight to M-KOPA South Africas customer care operations, managing teams across both voice and digital interaction channels. You should be experienced in implementing effective customer strategies, driving continuous process improvements, and managing team performance. Additionally, you must excel in problem-solving, maintaining cost efficiency, and managing relationships with BPO partners, ensuring service delivery aligns with organizational goals

We are looking for good grasp of / and experience with C#.NET, Event Driven Systems, microservices, testing and Deployment.)

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 Africas fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , weve 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.

Information :

• Company : M-KOPA
• Position : Customer Care Manager
• Location : Johannesburg, Gauteng
• Country : ZA