Customer Performance Intern-Nairobi

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

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