Field Service Assistant – Mobility

M-KOPA Kenya is a FinTech company founded in 2011, operating in Nairobi, Kenya. It provides pay-as-you-go financing for solar products and electric motorbikes.

We are looking for a Field Service Assistant to serve as the technical and product knowledge anchor at one of M-KOPA’s retail shops across Kenya. This is a hands-on role where you’ll be delivering high-quality onboarding, product training, document verification, and asset issuance — ensuring every new customer leaves with confidence in their electric motorbike and the tools to succeed. This is an on-site role based at one of our retail shops across Kenya. You will be reporting to the Customer Experience Officer.

1. Lead product pitching, demonstrations, and induction sessions for new customers
2. Explain financing terms, insurance, driving school requirements, and customer responsibilities
3. Review KYC documents and ensure policy compliance
4. Capture customer data accurately into the system and sync with the Customer Care Team for screening
5. Identify fraud risks or documentation inconsistencies and escalate appropriately
6. Validate asset readiness checklists covering mechanical state, charge levels, and accessories
7. Manage the end-to-end onboarding workflow: verification → training → activation → issuance
8. Document and hand over bikes, accessories, helmets, and additional equipment to customers
9. Deliver customer training on riding safety, insurance, battery care, charging, payments, and app use
10. Validate customer understanding and track training attendance

1. College diploma or tertiary training in any field
2. Minimum 1 year of experience in customer service (front office experience is a plus)
3. Basic technical knowledge is advantageous but not required
4. Strong customer service and communication skills
5. Ability to manage multiple tasks in a fast-paced environment
6. Attention to detail in maintaining shop operations
7. Professional and friendly demeanor when interacting with customers