Jobs at M-KOPA Solar

What You'll Do

• Manage Mobility inbound and outbound calls in a timely manner
• Follow communication scripts when handling different customer topics
• Identify customer needs, clarify information, and provide solutions or alternatives
• Seize opportunities to upsell products when they arise
• Work on customer tickets, resolving both escalated and newly created tasks
• Keep accurate records of all conversations in the call center database
• Identify and escalate priority issues and concerns to management
• Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
• Assist in the customer home electrical audit process and management
• Follow up with third parties for repairs, accidents, and insurance resolution
• Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
• Support in thermal incidences and escalate to management
• Support issues related to driving training, logbooks, and number plates
• Receive and escalate customer documentation related to incidents and accidents
• Propose new ideas from customer feedback to help the Mobility team improve processes
• This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Lead.

Expertise

• Previous experience in a customer support role
• Strong phone and verbal communication skills with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• Ability to track your own work daily and compare against benchmarks
• Ability to manage emotional responses and remain calm under pressure when dealing with difficult content

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What You'll Do

• Screen and allocate new customers to ensure they meet onboarding requirements
• Verify documents, customer details, and data accuracy as shared by the sales teams
• Guide customers through the onboarding and activation process step by step
• Ensure proper use of scripts, processes, and compliance guidelines
• Update customer records promptly and accurately on relevant platforms
• Upload customer data onto telematics platforms
• Correctly capture customer details and issue insurance certificates
• Provide clear communication and education during the activation stage
• Escalate incomplete, suspicious, or non-compliant sales
• Collaborate with other teams to resolve onboarding issues
• Track onboarding progress and ensure customers are activated within set timelines
• Share feedback and suggest process improvements
• This is an on-site role based at our offices in Nairobi. You will be reporting to the Team Leader - Activations.

Expertise

• Diploma in Customer Service or a related field
• Experience in onboarding or customer service
• Strong attention to detail and accuracy in data entry
• Good written and verbal communication skills
• Ability to follow structured scripts and processes
• Problem-solving and escalation ability
• Professionalism, reliability, and a customer-first mindset

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What You'll Do

• Conduct comprehensive quality assessments of customer interactions across calls, chats, and social media
• Evaluate agent performance against quality standards, KPIs, and compliance requirements
• Review ride disputes, cancellations, safety incidents, and escalated customer issues
• Monitor adherence to scripts, processes, and company policies
• Perform calibration sessions with team leads to ensure consistency in scoring
• Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
• Generate detailed quality scorecards and performance reports for agents and team leaders
• Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
• Provide data-driven insights and recommendations for process improvements
• Deliver constructive feedback to agents through one-on-one coaching sessions
• Identify skill gaps and develop training materials based on quality findings
• Partner with operations teams to refine quality frameworks and evaluation criteria
• Support root cause analysis for recurring quality issues
• This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.

Expertise

• Minimum 2 years of experience in quality assurance within a contact center environment
• Previous experience in mobility, ride-sharing, transportation, or on-demand services is preferred
• Background in customer service operations or agent coaching is a plus
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication skills — both written and verbal
• A collaborative approach with the ability to give and receive feedback constructively

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What You'll Do

• Lead product pitching, demonstrations, and induction sessions for new customers
• Explain financing terms, insurance, driving school requirements, and customer responsibilities
• Review KYC documents and ensure policy compliance
• Capture customer data accurately into the system and sync with the Customer Care Team for screening
• Identify fraud risks or documentation inconsistencies and escalate appropriately
• Validate asset readiness checklists covering mechanical state, charge levels, and accessories
• Manage the end-to-end onboarding workflow: verification → training → activation → issuance
• Document and hand over bikes, accessories, helmets, and additional equipment to customers
• Deliver customer training on riding safety, insurance, battery care, charging, payments, and app use
• Validate customer understanding and track training attendance
• This is an on-site role based at one of our retail shops across Kenya. You will be reporting to the Customer Experience Officer.

Expertise

• College diploma or tertiary training in any field
• Minimum 1 year of experience in customer service (front office experience is a plus)
• Basic technical knowledge is advantageous but not required
• Strong customer service and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Attention to detail in maintaining shop operations
• Professional and friendly demeanor when interacting with customers