Customer Experience Internship | CarePay Group – Nairobi (Hybrid) | 2025

Customer Experience Internship | CarePay Group – Nairobi (Hybrid) | 2025

ESSENTIAL JOB DETAILS

• Position: Customer Experience Intern
• Location: Nairobi (Hybrid)
• Type of Job: Full-Time Internship (3-6 months)
• Job Category: Customer Operations
• Reporting to: Customer Experience Team Lead
• Application Deadline: Rolling applications until filled

INTRODUCTION

Are you passionate about customer service and looking to gain hands-on experience in a dynamic, fintech-driven healthcare environment? CarePay Group is offering an internship opportunity designed to provide you with substantial exposure to customer relations, problem-solving, and digital support systems. This internship will prepare you for future career growth in customer service, operations, and technology-driven healthcare solutions.

In this role, you will work alongside experienced team members to deliver top-notch support to CarePay’s diverse user base, including customers, insurers, and healthcare providers. You will gain expertise in call inquiries, frontline and backline support, and social media interactions while upholding high service standards. If you are highly motivated, enjoy problem-solving, and thrive in a fast-paced setting, this opportunity is for you!

ABOUT CAREPAY GROUP

CarePay Group is an international, fast-growing fintech company with a mission to revolutionize healthcare payments using cutting-edge technology. With offices in Kenya and the Netherlands, we are committed to making mobile health insurance accessible to all at no marginal cost. Our proprietary smart payment distribution platform integrates seamlessly with mobile money ecosystems, connecting millions of patients, insurers, and healthcare providers across Africa.

Since its inception, CarePay has made a significant impact:

• Over 4.7 million registered participants
• More than 5,100 healthcare facilities connected across Africa
• Recognized internationally with prestigious awards:

1. FT/IFC Transformational Business Award (2017)
2. Technology Pioneer by the World Economic Forum (2018)
3. Swiss Re Entrepreneurs for Resilience Award (2019)

Join us in our mission to drive innovation in healthcare technology and improve lives across the continent.

KEY RESPONSIBILITIES

• Confidently handle customer inquiries via phone calls, email, social media, and live chat.
• Provide frontline and backline customer support with prompt, professional, and courteous responses.
• Assist customers with account issues, payment processing, and policy inquiries.
• Maintain strong relationships with customers, ensuring high levels of satisfaction and loyalty.
• Troubleshoot and resolve technical issues related to digital health insurance services.
• Follow internal escalation procedures when necessary to ensure swift resolution of customer concerns.
• Maintain accurate records of all customer interactions within the company’s CRM system.
• Adhere to all CarePay customer service standards and protocols.
• Provide feedback to management regarding common customer concerns and suggest process improvements.
• Support internal teams by relaying customer insights that enhance service delivery.
• Stay up-to-date with CarePay’s platform features, policies, and industry trends.

QUALIFICATIONS AND SKILLS

1. Education: Higher Diploma in a related field (e.g., Business, Communications, or Customer Service).
2. Experience: At least one year in customer service or operations (experience in a call center or healthcare insurance is preferred).
3. Technical skills:
   • Proficiency in CRM and order booking systems.
   • Typing speed of at least 30 words per minute.
4. Soft skills:
   • Strong verbal and written communication skills.
   • Excellent telephone etiquette and interpersonal skills.
   • High attention to detail and problem-solving ability.
   • Ability to handle conflicts and resolve customer issues professionally.
5. Work availability:
   • Willingness to work weekends and/or night shifts as needed.

COMPANY CULTURE AND VALUES

CarePay fosters a work environment built on innovation, teamwork, and inclusivity. Our values include:

• Customer-Centric Approach: We prioritize customer needs and strive for service excellence.
• Innovation: We leverage technology to provide scalable, efficient healthcare solutions.
• Integrity: We uphold transparency, trust, and ethical business practices.
• Collaboration: We work closely with employees, customers, and partners to drive positive change.
• Growth-Oriented Mindset: We support personal and professional development through mentorship and continuous learning.

HOW TO APPLY

Are you ready to kickstart your career with an industry-leading fintech company? Follow these steps to apply:

1. Prepare Your Application: Ensure your CV is up to date, and include a cover letter detailing your motivation for applying.
2. Submit Your Application: Apply via CarePay Careers Portal.
3. Fill Out the Application Form, including your education, work experience, expected salary, and notice period.
4. Ensure Accuracy: Double-check your contact information and documents before submission.

Shortlisted candidates will be contacted for interviews.

ADDITIONAL ENGAGEMENT

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Apply now and take the first step towards a rewarding career with CarePay!