Customer Performance Field Officer - Nairobi

About the role

M-KOPA's Mobility division makes electric motorcycles accessible and affordable in Kenya, and its Customer Performance team protects portfolio health and keeps customers on track with repayments. As a Customer Performance Field Officer in Nairobi, you will work in an assigned territory, reporting to the Customer Performance Field Team Lead, with up to 80% of your time spent in the field combining in-person customer visits with telephone follow-up.

Key responsibilities

• Monitor assigned accounts and keep the collection portfolio within accepted limits, applying sound credit judgment in line with policy
• Contact and locate customers to set repayment schedules, explain the importance of timely repayment and the consequences of non-payment, and help customers affected by accidents, insurance claims or other issues
• Track and manage non-performing accounts, recommending and executing returns or repossessions in line with policy, and keep clean documentation of all returns, repossessions and cancellations
• Plan and carry out field visits to recover payments or assets, prioritising high-value leads and coordinating with local authorities and community leaders where needed
• Carry out all recoveries lawfully and peacefully, never using force, and disengage if a situation becomes hostile or unsafe
• Repossess financed assets only where properly authorised in the system and in line with the loan agreement and repossession policy, handing over recovered assets and funds to the custodian on the same day and never storing them at home
• Ride the assigned motorbike safely and lawfully, wear PPE, maintain roadworthiness checks and report accidents or incidents immediately
• Provide daily and weekly updates on collections and recovery efforts, using data and tracking systems to monitor portfolio performance

Required profile

• Valid NTSA Class A2 motorcycle licence (mandatory)
• Proven, competent motorbike riding experience and physical fitness for daily riding in varied terrain and weather
• Experience in collections, debt recovery, fleet management or a similar field-based customer role
• Tertiary education (college, TVET, university) in a relevant field
• Clean driving and conduct record, able to pass background, integrity and police-clearance checks
• Ability to manage field operations independently and handle difficult or sensitive customer interactions

Required skills

• Proficiency with data tracking and reporting tools such as Excel and Freshdesk
• Familiarity with motorbike financing, e-mobility or ride-hailing fleet operations is an added advantage

The role involves high-risk field work, lone working and handling of cash and financed assets; M-KOPA provides safety equipment, training, insurance cover and operating procedures. Applications are reviewed on a rolling basis, with pre-employment background checks.