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Customer Performance Intern
M-KOPA
Posted 3 months agoMombasa
Location
Mombasa
Job Type
Full-time
Experience
Entry-Level
Category
Customer Service
Job Description
We are looking for a Customer Performance Intern to support our Mobility Operations team in managing customer relationships, loan repayments, and fleet performance as we scale our e-mobility business across African markets.
''This role offers the opportunity to gain hands-on experience in fintech operations at the intersection of mobility and financial inclusion. You'll support customer outreach, debt collection, and fleet management activities that help thousands of customers build credit while accessing income-generating assets, working alongside experienced professionals in collections, operations, and customer success''
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Responsibilities
- In this role, you would be responsible for::
- Assisting in monitoring assigned customer accounts and supporting efforts to keep the collection portfolio within set limits
- Supporting customer contact initiatives including preparing call lists, draft messages, and participating in supervised outreach to implement repayment schedules
- Helping provide information to customers about timely repayments and the implications of non-payment, under guidance from senior team members
- Assisting with tracking customer issues that impact loan repayments, such as accidents or insurance claims, by gathering documentation and escalating appropriately
- Maintaining accurate records of customer interactions and repayment updates in company systems (M-KOPA-net, Freshdesk)
- Supporting fleet driver monitoring to help ensure performance targets are met, under guidance from senior colleagues
- Assisting with routine driver-related issues and helping facilitate communication with external stakeholders
- Helping identify and track customers with overdue payments and supporting documentation for recommended actions
- Assisting with planning and coordinating field visits for payment or asset recovery, including communication with local authorities
- Contributing to daily and weekly reporting by compiling basic analysis on collections and recovery activities
- Following company policies and guidelines in all collections, asset recovery, and customer interactions while maintaining professionalism and legal compliance
- Your application should demonstrate::
- Proven experience in collections, fleet management, or customer performance roles
- Strong communication skills, especially in handling difficult customer interactions with empathy and professionalism
- Ability to manage field operations, including interacting with local law enforcement and community leaders
- Proficiency with data tracking systems and reporting tools (e.g., Excel, Freshdesk)
- High attention to detail and ability to multitask in a fast-paced environment
- Willingness to travel and work flexible hours as operational needs require
- Familiarity with motorbike financing, e-mobility sector, or ride-hailing fleet operations is an added advantage
- Understanding of or interest in fintech and financial inclusion is desirable
