Vacancies at M-KOPA Solar

Our Mobility team is looking for a Claims and Logbook Management Officer who will play a pivotal role in managing logbooks, processing insurance claims, and delivering exceptional customer support. In this role, you will ensure the smooth operation of mobility aftersales processes while helping us maintain our high standards of customer satisfaction. Internally the role is titled Customer Care Representative.
Your day-to-day will include:

• Logbook Management: Ensuring logbooks are accurately logged in our database, coordinating with relevant authorities and external parties to verify and transfer logbook information, and ensuring timely acceptance.
• Insurance and Claims Processing: Reviewing, verifying, and processing customer insurance claims, communicating with insurance companies and agents to resolve disputes, and ensuring compliance with company policies and industry regulations. You will also maintain accurate records of claims and monitor the claims process for efficiency.
• Customer Support and Resolution: Resolving customer complaints related to claims and other insurance services, providing clear explanations to customers regarding claim denials or policy exclusions, and following up on personal accident covers with providers.
• Data Management and Reporting: Generating reports to analyze claims data, identifying trends, and proposing potential process improvements. Your keen insight will help shape our backend operations.
• Support Backend Operations: Assisting with projects related to driving school adherence, supporting sales with onboarding when necessary, and ensuring backend operations run smoothly.

What you’ll bring:

• Exceptional customer service skills: You will resolve customer issues efficiently and provide clear communication, ensuring all interactions are recorded and documented properly.
• Attention to detail: You will maintain accurate records of logbooks, claims, and customer interactions, making sure processes comply with industry regulations.
• Problem-solving mindset: You will identify inefficiencies, propose improvements, and assist in customer surveys to provide insights for process enhancements.

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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.