We are looking for a Customer Experience Officer to join our Mobility Customer Experience group; as we scale up and drive digital and financial inclusion across our markets.
You will ensure seamless onboarding and adoption of
M-KOPA’s mobility products by educating customers, resolving technical issues,
and maintaining high satisfaction levels.
As our Customer Experience Officer, you will combine customer
support, product expertise, and relationship management to
drive long-term client success. You will be responsible for conducting detailed
account walkthroughs, providing training support, and building strong
relationships with both new and existing customers.
Responsibilities
- In
this role, you will conduct detailed account walkthroughs to
ensure customers understand setup requirements and product usage, while
guiding them through KYC compliance during onboarding.
- You
will provide comprehensive training and troubleshooting
support for customers and leverage customer feedback
to continuously improve our onboarding processes.
- Your
responsibilities include logging, tracking, and resolving
customer queries efficiently, communicating product
updates proactively, and building strong relationships to enhance customer
loyalty. You will also manage stock receipt and allocation at
Mobility outlets and maintain shops according to M-KOPA’s health, safety,
and environmental standards.
- This is an
onsite role with 10%
travel requirement to Service Centers and Dealerships
partnering with a diverse group of employees. You will be reporting to the Mobility
Customer Experience Team Lead.
Qualifications
- We
are looking for someone with a college diploma or equivalent (technical/business
field preferred) and 2+ years in customer service,
preferably in a field-based role.
- Technical
proficiency in
diagnosing and troubleshooting M-KOPA products is essential, with
motorbike knowledge being advantageous. You should have strong
Microsoft Office skills (Excel, PowerPoint) for
reporting and presentations, along with data interpretation abilities to
derive insights from customer data.
- Strong
organizational skills to manage multiple customer
records efficiently are crucial. We value candidates who are
self-motivated, collaborative, and adaptable to cross-functional team
environments.
How to Apply
