Customer Performance Officer

M-KOPA is Hiring a Customer Performance Officer in Nairobi

Are you searching for customer service jobs in Nairobi or looking to explore new career opportunities at M-KOPA? M-KOPA, a leading fintech and digital finance company in Africa, is hiring a Customer Performance Officer to join its fast-growing Mobility – Operations team based in Nairobi. This is your chance to become part of a mission-driven company that’s reshaping access to finance and mobility solutions across the continent.

About the Customer Performance Officer Role

As a Customer Performance Officer, you will play a vital role in ensuring the performance and sustainability of M-KOPA’s vehicle financing services. Working in both field and office settings, you will monitor customer repayment behavior, assess fleet operations, and support repayment collection initiatives.

In this customer-facing role, you will be on the ground resolving challenges affecting loan repayments, conducting customer follow-ups, engaging with community stakeholders, and taking asset recovery actions when necessary. You will be expected to travel frequently within Nairobi and occasionally to nearby areas, interacting with customers and reporting key insights to internal teams.

Job Location

• City: Nairobi, Kenya
• Department: Mobility – Operations
• Employment Type: Contract
• Location Type: On-site and Field-based

Key Responsibilities and Duties

• Monitor customer repayment patterns and identify non-performing accounts for follow-up.
• Engage directly with customers to resolve repayment challenges, providing support and alternatives where necessary.
• Initiate and lead field visits for collections and recovery of financed mobility assets.
• Ensure compliance with internal credit and fleet management policies during fieldwork and recovery efforts.
• Maintain strong records and documentation of customer interactions, field reports, and recovery actions.
• Collaborate with law enforcement and community leaders to support safe and ethical asset recovery.
• Utilize performance tools such as Excel, Freshdesk, and M-KOPA-net to analyze trends and optimize strategies.
• Deliver timely reports and feedback to your manager and cross-functional teams to inform operational decisions.

Minimum Requirements and Qualifications

Professional Experience

• Proven experience in collections, customer relationship management, or fleet performance monitoring.
• Industry background in mobility, vehicle financing, microfinance, or fintech is highly desirable.
• Field operations experience with a focus on customer interaction and resolution management.

Technical and Analytical Skills

• Proficiency in Microsoft Excel, Freshdesk, and field tracking tools like M-KOPA-net.
• Strong data interpretation skills to track KPIs and customer performance trends.
• Ability to multitask and respond quickly in dynamic, high-pressure environments.

Personal Attributes

• Excellent communication and interpersonal skills.
• Comfortable engaging with customers during sensitive conversations, including late repayment and asset recovery cases.
• Professionalism, accountability, and emotional intelligence in field settings.
• Willingness to travel up to 50% of the time and work flexible hours when needed.

Why Work at M-KOPA?

M-KOPA is not just offering a job—it’s offering a purpose. Recognized by the Financial Times (2022–2025) as one of Africa’s fastest-growing companies and featured in the TIME100 list of Most Influential Companies in 2023 and 2024, M-KOPA is changing lives through access to digital financial services and clean energy solutions.

As a Customer Performance Officer, you’ll join a community that values innovation, integrity, and empowerment. You will benefit from:

• On-the-job training and career development opportunities.
• Supportive leadership and a performance-driven culture.
• Exposure to local and international teams across Africa, the UK, and Europe.
• Family-friendly policies and flexible work arrangements (as applicable).

Explore Job Opportunities at M-KOPA

If you’re looking for M-KOPA job openings in Nairobi or searching for Kenya customer service career opportunities, this is the perfect role to grow with a company that’s making a difference. Whether you have experience in collections, credit, fleet management, or customer service, M-KOPA offers a dynamic environment to thrive and make an impact.

Important Information for Applicants

M-KOPA is an equal opportunity employer and encourages applications from women, minorities, and individuals with disabilities. We are committed to providing a workplace that is inclusive, respectful, and free of discrimination.

Please note: M-KOPA does not request any form of payment during the recruitment process. Any job listing or person requesting ‘interview fees’, ‘recruitment fees’, or similar is not affiliated with M-KOPA.

How to Apply for Careers at M-KOPA

Interested and qualified candidates can apply for the Customer Performance Officer position directly through the official M-KOPA Careers Portal. Browse more job opportunities at M-KOPA Kenya and join a team that’s building solutions for a better future.

Visit www.m-kopa.com for more information about M-KOPA’s mission and current openings.