Customer Performance Intern

About the role

Join M‑KOPA’s Mobility Operations team as a Customer Performance Intern and gain hands‑on experience at the intersection of fintech, e‑mobility and financial inclusion. You will support customer outreach, debt collection and fleet performance activities that enable thousands of customers to build credit while accessing income‑generating assets.

Key responsibilities

• Monitor assigned customer accounts and help keep the collection portfolio within set limits.
• Prepare call lists, draft messages and participate in supervised outreach to implement repayment schedules.
• Provide customers with information on timely repayments and consequences of non‑payment under senior guidance.
• Track customer issues affecting loan repayments (e.g., accidents, insurance claims) and escalate with proper documentation.
• Maintain accurate records of interactions and repayment updates in M‑KOPA‑net and Freshdesk.
• Support fleet driver monitoring to meet performance targets and assist with routine driver‑related issues.
• Identify overdue payments, compile supporting documentation and recommend actions.
• Assist in planning and coordinating field visits for payment or asset recovery, including liaison with local authorities.
• Contribute to daily and weekly reporting by compiling basic analysis on collections and recovery activities.

Required profile

• Proven experience in collections, fleet management, or customer performance roles.
• Strong communication skills, especially for handling diverse customer interactions.
• Attention to detail and ability to follow company policies and legal compliance.
• Motivation to work in a fast‑growing fintech environment.

Required skills

• Freshdesk (ticketing and customer support system).

What we offer

• Practical exposure to fintech operations and e‑mobility business models.
• Mentorship from experienced professionals in collections, operations and customer success.
• Opportunity to contribute to financial inclusion initiatives across African markets.