Customer Performance Officer Job. Customer Service Jobs In Kenya

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Working across both field and office settings, you will monitor customer repayment behaviors and fleet performance, while resolving on-the-ground issues that affect loan repayment and operational success. You will act as a key point of contact for customers, support collections efforts, recover assets, and ensure adherence to fleet and credit policies.

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This is an on-site and field-based role, you would be working from our offices in Nairobi, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Customer Performance Manager.

Qualifications

• To succeed in this role, you should have proven experience in collections, customer performance monitoring, or fleet management, preferably in the mobility, e-mobility, or vehicle financing sector.
• A strong grasp of customer communication, especially in high-stakes or sensitive conversations, is essential.
• You will need to demonstrate the ability to interpret and manage fleet performance metrics, resolve real-time challenges in the field, and confidently engage with law enforcement and local authorities when needed. Proficiency in tools such as Excel, Freshdesk, and M-KOPA-net will be important in tracking and reporting on performance.

The ideal candidate will exhibit a high attention to detail, the ability to multitask in a fast-paced environment, and a strong sense of ownership and accountability. Flexibility is key, as the role demands frequent travel—up to 50% of the time—and may involve extended hours when following up on repayments or asset recovery. You must also demonstrate the ability to act within policy guidelines, maintain professionalism in all customer engagements, and ensure accurate documentation of recovery and repayment actions.

How to Apply

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