Customer Care Trainer

M-KOPA; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading fintech company in Johannesburg is seeking a Customer Care Trainer to transform customer interactions into brand advocacy. You will design immersive training programs that empower representatives and ensure excellence across diverse teams. The ideal candidate holds a Bachelor's degree and has over 2 years of experience in training, particularly in call centers. This role promises impactful career growth and engagement with cutting-edge training methodologies.

Benefits

Competitive compensation

Career development opportunities

Flexible policies supporting well-being

Qualifications

• 2+ years of call center training experience.
• Proven track record of designing impactful training programs.
• Deep understanding of customer service excellence.

Responsibilities

• Design and deliver dynamic training programs.
• Conduct needs assessments to identify skill gaps.
• Develop compelling training materials.

Skills

Communication Excellence

Analytical Thinking

Coaching Mastery

Customer-Centric Mindset

Adaptability

Attention to Detail

Education

Bachelor's degree in Education, Training & Development, or related field

Tools

CRM Systems Mastery

Microsoft Office Excellence

Content Development

Assessment Design

Job description

Shape Voices. Transform Experiences. Build Excellence.

Customer Care Trainer | M-KOPA South Africa

Where Every Voice Becomes a Brand Ambassador

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?

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-KOPAexplicitly 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/chargeany money as a pre-employment or post-employment requirement. This meansthat 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.