Customer Care Trainer

**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

**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 re