Customer Care Associate

  • Ruiru Kamiti Road, Tatu City, Kenya
  • Employees can work remotely
  • Full-time

Company Description

Copia gives all consumers access to high-quality goods and services, regardless of their income level, access to technology, or location.  By harnessing mobile technologies, a network of last-mile Agents, and proprietary logistics technology, Copia serves a high growth market that formal retail and e-commerce cannot penetrate. 

Customers place orders online or offline – using our website, USSD, or our network of over 20,000+ digitally connected last-mile Agents located across 16 counties.   Our internally managed, technology-enabled warehousing and logistics operation delivers the order to the Agent in 2-4 days.   

Job Description

Copia is growing extremely fast and is seeking an outstanding Customer Care Associate. We are looking for customer care professionals with strong interpersonal and communications skills who are passionate about Customer Experience and its growing future in the organization. This position reports to the Customer care Inbound/Outbound supervisor

We are looking for individuals who are client-focused, energetic, friendly people, who share our passion for innovation and technology to join our team.

In this role, you will undertake the following tasks:

  • Handle all incoming or outgoing customer communication from Copia Agents & Customers through phone, sms, ticketing system {freshdesk}, web chat and emails.
  • Update Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.
  • Identify reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations} and attempt service recovery by calling affected Agents and Customers and offering proactive solutions.
  • Escalate tickets within the organization through Freshdesk if they cannot be solved immediately.
  • Make calls to potential customers to locate a Copia Agent nearest to them.
  • Follow ups on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution.
  • Any other duties as may be given by your Supervisor or Manager.


  • Bachelor's degree from an accredited college or university. 
  • Previous experience as a customer care associate/agent, marketing associate or related position will be an added advantage. 
  • Good data entry and typing skills.
  • Ability to clearly communicate in English and Kiswahili.  
  • Ability to work in a fast-paced environment and in shifts including evening and weekend.
  • Superior computer skills, including strong knowledge of Excel, Word and PowerPoint. 
  • Display exceptional interpersonal and active-listening skills as well as the ability to prioritize issues and respond accordingly.
  • Commitment to Customer Experience.

Additional Information

Working with Copia will give you an opportunity to: 

  • Have IMPACT by bringing accessibility to affordable goods and services to traditionally underserved customers and locations 

  • Quickly GROW your professional skillset by being part of a fast-paced, high growth and innovative organization.      

  • THRIVE in a fun and entrepreneurial culture that values input and action from all.