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M
Customer Operations Officer - eMobility
M-KOPA
Posted 4 months agoNairobi
Location
Nairobi
Job Type
Full-time
Experience
Entry-Level
Category
Operations
Job Description
We are looking for a Customer Operations Officer to join our Mobility team and ensure our customers progress seamlessly through the driving licensing journey.
''This role offers the opportunity to sit at the heart of M-KOPA's Mobility operations — coordinating between driving school partners, the retail team, and regulatory bodies like NTSA to keep the licensing process moving efficiently. If you're a detail-oriented operations professional who thrives on follow-through and stakeholder communication, this role is for you.''
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Responsibilities
- In this role, you would be responsible for::
- Coordinating class enrollment, learner attendance tracking, and the issuance of introduction letters in partnership with driving schools and the customer experience team
- Managing the issuance and maturation tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs) to ensure regulatory compliance
- Following up with NTSA to ensure timely processing and delivery of Smart Driving Licenses
- Serving as the primary operational contact for driving school partners through consistent daily and weekly communication
- Tracking rider enrollment metrics and coordinating with the retail team to ensure timely issuance of driving school packages
- Monitoring customer conversion timelines and proactively addressing progression bottlenecks in collaboration with partners
- Conducting regular follow-up calls with customers to provide guidance, resolve queries, and sustain engagement throughout the licensing journey
- Capturing, cleaning, and maintaining accurate licensing records across all platforms and dashboards
- Preparing comprehensive weekly performance updates covering key metrics, trends, challenges, and proposed improvements
- Conducting field visits to supervise driving school program intake across onboarded schools
- Supporting insurance claims tracking and logbook/NTSA compliance processing on a needs basis
- Your application should demonstrate::
- At least 2 years of experience in an operations execution or coordination role
- Demonstrated experience working with third-party partners or vendors
- Hands-on experience with data entry, record management, and reporting tools
- Prior exposure to customer care, follow-up, or front-line support functions
- Proficiency in MS Office (Word, Excel), email platforms, and digital dashboards
- A Bachelor's degree or diploma in Business Administration, Operations Management, Logistics, or a related field — equivalent professional qualifications combined with relevant experience will be considered
- Nice to have: Familiarity with regulatory or licensing environments such as NTSA processes
