Retail Customer Experience Agent – Mobility

About the role

M-KOPA is seeking a Retail Customer Experience Agent – Mobility to become the technical and product knowledge anchor in one of its retail shops across Kenya. You will guide new customers through onboarding, product training, document verification and asset issuance, ensuring they leave confident with their electric motorbike and related tools.

Key responsibilities

• Lead product pitching, demonstrations and induction sessions for new customers.
• Explain financing terms, insurance, driving‑school requirements and customer responsibilities.
• Review KYC documents, ensure policy compliance and capture accurate customer data.
• Identify and escalate fraud risks or documentation inconsistencies.
• Validate asset readiness checklists covering mechanical state, charge levels and accessories.
• Manage the end‑to‑end onboarding workflow: verification → training → activation → issuance.
• Hand over bikes, accessories, helmets and other equipment to customers.
• Deliver training on riding safety, insurance, battery care, charging, payments and app use, and track attendance.

Required profile

• College diploma or tertiary training in any field.
• Minimum 1 year of customer‑service experience (front‑office experience a plus).
• Strong communication and customer‑service skills.
• Ability to manage multiple tasks in a fast‑paced environment.
• Attention to detail in shop operations.
• Professional and friendly demeanor when interacting with customers.

Required skills

What we offer

• Career development programmes, coaching partnerships and on‑the‑job training.
• Family‑friendly policies and a focus on employee well‑being.
• Flexible work arrangements and a supportive, inclusive culture.