Customer Performance Field Officer - Nairobi

About the role

M-KOPA is a company that makes electric motorcycles accessible and affordable for everyday Kenyans. The Customer Performance Field Officer role is part of the Customer Performance team, which protects portfolio health, keeps customers on track with repayments, and ensures financed assets are accounted for. You will work in Nairobi, Kenya, as part of a field-based team.

What you'll do

• Monitor accounts and take action to keep collections within limits.
• Contact customers to implement repayment schedules and educate on timely repayment.
• Assist customers with issues affecting repayment.
• Track and manage non-performing accounts and recommend returns or repossessions.
• Plan and execute field visits to recover payments or assets.
• Conduct recoveries lawfully and peacefully.

Requirements

• Valid motorcycle licence (Class A2).
• Proven motorbike riding experience and physical fitness.
• Experience in collections, debt recovery, or a similar field-based role.
• Strong communication skills.
• Ability to manage field operations independently.
• Proficiency with data tracking tools like Excel and Freshdesk.
• Tertiary education in a relevant field.

Benefits

• Safety equipment and training provided.
• Insurance cover and operating procedures.
• Development programs and coaching partnerships.
• Family-friendly policies and well-being support.