Retail Customer Experience Agent - Mobility

About the role

We are seeking a Retail Customer Experience Agent – Mobility to be the technical and product knowledge anchor in one of M‑KOPA’s retail shops in Kenya. You will guide new customers through onboarding, product training and asset issuance, ensuring they leave confident with their electric motorbike.

Key responsibilities

• Lead product pitches, demonstrations and induction sessions for new customers.
• Explain financing terms, insurance, driving‑school requirements and customer responsibilities.
• Review KYC documents, capture customer data accurately and sync with the Customer Care Team.
• Identify and escalate any fraud risks or documentation inconsistencies.
• Validate asset readiness, including mechanical state, charge levels and accessories.
• Manage the end‑to‑end onboarding workflow: verification, training, activation and issuance.
• Hand over bikes, helmets and accessories and deliver training on riding safety, battery care, charging, payments and app usage.
• Confirm customer understanding and track training attendance.

Required profile

• College diploma or tertiary training in any field.
• Minimum 1 year of customer‑service experience (front‑office experience a plus).
• Basic technical knowledge is advantageous but not required.
• Strong communication skills and professional, friendly demeanor.
• Ability to manage multiple tasks in a fast‑paced environment with attention to detail.

Required skills

What we offer

• Career development programmes, coaching and on‑the‑job training.
• Family‑friendly policies, well‑being support and flexible working arrangements.