Retail Customer Experience Agent – Mobility handles customer inquiries, resolves product issues, and supports mobility product operations, requires a College Diploma and 1+ years customer service experience.
We are
looking for a Retail
Customer Experience Agent – Mobility to serve as the technical and
product knowledge anchor at one of M-KOPA’s retail shops across Kenya. This is
a hands-on role where you’ll be delivering high-quality onboarding, product
training, document verification, and asset issuance — ensuring every new
customer leaves with confidence in their electric motorbike and the tools to
succeed.
Responsibilities
- 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.
Qualifications
- 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
