MS
M-KOPA Solar
Retail Customer Experience Agent - Mobility-Nairobi at M-KOPA Solar
KenyaFull TimeMid-Senior Level
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M-KOPA Solar
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What You'll Do
Lead product pitching, demonstrations, and induction sessions for new customers
Explain financing terms, insurance, driving school requirements, and customer responsibilities
Review KYC documents and ensure policy compliance
Capture customer data accurately into the system and sync with the Customer Care Team for screening
Identify fraud risks or documentation inconsistencies and escalate appropriately
Validate asset readiness checklists covering mechanical state, charge levels, and accessories
Manage the end-to-end onboarding workflow: verification → training → activation → issuance
Document and hand over bikes, accessories, helmets, and additional equipment to customers
Deliver customer training on riding safety, insurance, battery care, charging, payments, and app use
Validate customer understanding and track training attendance
This is an on-site role based at one of our retail shops across Kenya. You will be reporting to the Customer Experience Officer.
Expertise
College diploma or tertiary training in any field
Minimum 1 year of experience in customer service (front office experience is a plus)
Basic technical knowledge is advantageous but not required
Strong customer service and communication skills
Ability to manage multiple tasks in a fast-paced environment
Attention to detail in maintaining shop operations
Professional and friendly demeanor when interacting with customers