Customer Performance Officer - e-Mobility Job in Kenya at M-KOPA

Why This Role Matters

This Customer Performance Officer - e-Mobility role allows professionals to develop key skills in Engineering / Technical Services. The position offers career growth opportunities while supporting the company's mission and values.

Responsibilities for Customer Performance Officer - e-Mobility in Kenya

• The Customer Performance Officer – e-Mobility at M‑KOPA Service Points in Mombasa is responsible for ensuring exceptional customer experiences, operational efficiency, and the successful delivery of M‑KOPA’s e-Mobility products and services. The key responsibilities include:
• Customer Service Excellence: Monitor and assess customer interactions to ensure high-quality service delivery. Respond promptly and professionally to customer inquiries, complaints, and feedback related to e-Mobility products, including electric vehicles, scooters, batteries, and digital services. Actively promote positive customer experiences that enhance brand loyalty and customer retention.
• Performance Monitoring and Reporting: Track and analyze key performance indicators (KPIs) for customer satisfaction, response times, service efficiency, and resolution rates. Prepare regular performance reports highlighting trends, challenges, and opportunities for improvement. Recommend and implement strategies to optimize customer service performance across all M‑KOPA service points in Mombasa.
• Operational Support: Collaborate with e-Mobility managers and field teams to ensure smooth day-to-day operations. Assist in the onboarding of new customers, product demonstrations, and troubleshooting of e-Mobility solutions. Ensure service point staff follow standard operating procedures and maintain operational compliance.
• Staff Training and Development: Support training and mentoring programs for service point staff to enhance customer service skills. Facilitate knowledge sharing on product updates, digital tools, and e-Mobility solutions. Promote a culture of continuous improvement and professional growth among staff.
• Process Improvement: Identify bottlenecks and inefficiencies in service delivery and recommend solutions. Support implementation of digital reporting systems and workflow optimization tools. Ensure that customer feedback is integrated into process improvements for better operational outcomes.
• Stakeholder Engagement: Act as a liaison between M‑KOPA management, service point staff, and customers to align goals and expectations. Communicate effectively with internal and external stakeholders to resolve service issues. Represent M‑KOPA positively in all customer and community interactions.
• Data-Driven Decision Making: Use customer feedback and performance data to inform management decisions.
• Support initiatives to improve customer engagement, satisfaction, and operational excellence.
• Monitor trends in the e-Mobility market to provide actionable insights to management.
• This position ensures that M‑KOPA’s e-Mobility services in Mombasa operate at peak efficiency, while consistently delivering exceptional customer experiences and supporting the company’s mission to expand sustainable, affordable, and innovative energy and mobility solutions in Kenya.

Qualifications for Customer Performance Officer - e-Mobility in Kenya

• Diploma

How to Apply for Customer Performance Officer - e-Mobility in Kenya

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include criminal records, identification verification, academic qualifications, employment dates and employer references.