Shape Voices. Transform Experiences. Build Excellence.Customer Care Trainer | M-KOPA South AfricaWhere Every Voice Becomes a Brand AmbassadorWhat 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 MattersYou'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 ImpactLearning Experience DesignDesign and deliver dynamic training programs that engage CCRs across products, processes, systems, and soft skillsCreate immersive learning experiences that stick-moving beyond traditional classroom training to experiential developmentDevelop content that transforms technical knowledge into authentic customer connectionsPerformance Intelligence & DevelopmentConduct sophisticated needs assessments to identify skill gaps and performance opportunitiesPartner with Quality Assurance and Team Leaders to create targeted development plansDesign and administer assessment programs that measure both knowledge retention and applicationContent InnovationCreate compelling training materials that bring M-KOPA's products and processes to lifeDevelop customer handling frameworks that balance efficiency with empathyBuild training resources that evolve with product launches and process improvementsCross-Functional LeadershipServe as the strategic bridge between Customer Care and Product, Sales, and Market Development teamsTranslate business changes into actionable training strategiesChampion customer insights and training needs across the organizationChange Management ExcellenceLead training initiatives that support organizational transformation and growthFoster engagement and motivation within customer care teamsBuild learning cultures that embrace continuous improvement and innovationThe Learning Leader We're SeekingYour Foundation:Bachelor's degree in Education, Training & Development, Human Resources, or related field2+ years of call center training experience (customer service experience is a valuable plus)Proven track record of designing and delivering impactful training programsDeep understanding of customer service excellence and training best practicesYour Technical Arsenal:CRM Systems Mastery: Proficiency in Customer Relationship Management platformsMicrosoft Office Excellence: Advanced skills across the suite, especially PowerPoint and ExcelContent Development: Experience creating engaging, multimedia training materialsAssessment Design: Ability to create meaningful evaluation and certification processesKey Factors:Communication Excellence: Outstanding verbal and written communication that inspires and instructsAnalytical Thinking: You see patterns in performance data and turn insights into actionCoaching Mastery: Natural ability to develop talent and unlock potential in othersCustomer-Centric Mindset: Deep empathy for both customer needs and agent challengesAdaptability: Thrives in fast-paced environments with evolving prioritiesAttention to Detail: Ensures training quality and consistency across all touchpointsYour Values:Excellence Obsessed: You believe every customer deserves exceptional serviceContinuous Learner: You're always exploring new training methodologies and technologiesCollaborative Spirit: You build bridges between teams and drive alignmentEmpowerment Focused: You develop people to exceed their own expectationsWhy M-KOPA Elevates TrainingGlobal 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 AuthorityTraining Strategy: Full ownership of training delivery, facilitation methods, and learning experience designAssessment Programs: Complete control over quiz development, administration, and certification processesPerformance Interventions: Authority to design targeted development plans based on skill gap analysisContent Creation: Independence to develop and update training materials that reflect business changesStakeholder Communication: Direct engagement with internal teams and external BPO partnersSystem Optimization: Ability to recommend and implement training technology and process improvementsReady 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?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 .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 NoticeM-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.
