Customer Performance Officer (Collections and Fleet Management) at M-KOPA Solar

As a Customer Performance Officer, you will play a key role in managing loan repayments and fleet performance for our Mobility customers. Your responsibilities will include engaging with customers to implement repayment schedules, supporting drivers in meeting performance targets, and handling operational challenges. You will also track non-performing accounts, work on asset recovery, and ensure that our collections portfolio remains within the company’s acceptable limits.

What You'll Do

• In this role, you will monitor customer performance, provide guidance on loan repayments, and support drivers with fleet-related issues. Whether it's tracking repayments, assisting in resolving operational challenges, or conducting field visits for asset recovery, you will help us maintain high standards of customer engagement and fleet performance.

Fleet Management & Tracking

• You will monitor fleet drivers’ daily, weekly, and monthly performance, ensuring they meet their targets. You will also facilitate the resolution of driver issues, coordinate fleet exits, and track non-performing drivers. Your role will be crucial in keeping the fleet productive and financially healthy.

Debt Collections & Recovery

• You will manage loan collections, track overdue payments, and work with internal stakeholders on repossession processes. Your ability to balance customer education on repayments and execute field visits for recovery will be essential for keeping our portfolio within set limits.

Expertise
We are looking for candidates with the following qualifications:

• Proven experience in debt collections, fleet management, or customer performance management.
• Familiarity with motorbike financing or ride-hailing fleet operations is an advantage.
• Strong communication skills, especially in managing complex customer issues.
• Ability to manage field operations and liaise with local authorities as needed.
• Proficiency in data tracking systems (e.g., Excel, Freshdesk) for performance reporting.
• Willingness to travel and work flexible hours, including conducting regular field visits.