Customer Performance Field Officer
AI job insight
M-KOPA Solar is hiring a full-time Customer Performance Field Officer in Nairobi. The role focuses on field collections, overdue-account recovery and lawful asset recovery, with up to 80% of working time spent in the field.
- Full-time position in Nairobi with field duties across assigned territories.
- Manage collections, repayment schedules and non-performing customer accounts.
- Up to 80% of working time is spent in the field.
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M-KOPA Solar is hiring a full-time Customer Performance Field Officer in Nairobi. The role focuses on field collections, overdue-account recovery and lawful asset recovery, with up to 80% of working time spent in the field.
- Full-time position in Nairobi with field duties across assigned territories.
- Manage collections, repayment schedules and non-performing customer accounts.
- Up to 80% of working time is spent in the field.
- A valid NTSA motorcycle licence in Class A2 is required.
- Financed assets must be recovered lawfully and peacefully, without force or threats.
- Application deadline: 31 October 2026.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, finance, Credit collections officerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyLicence, permit or professional registration
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Performance Field Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to M-KOPA Solar and the role in Nairobi.
- Add concrete examples related to call_center, finance, Credit collections officer, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-10-31.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-31
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Performance Field Officer role in call_center, finance?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research M-KOPA Solar before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Job Title: Customer Performance Field Officer
Date Posted: 22/10/2026
Job Type: Full Time
Job Level: Middle
Employer: M-KOPA Solar
Industry: Customer Service
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 31/10/2026
Customer Service Jobs, M-KOPA Solar Jobs. Customer Performance Field Officer handles field collections and recovery, requires field debt recovery experience, daily riding physical fitness, and a valid NTSA motorcycle license (Class A2). Full-time role in Nairobi.
Job Summary
We are looking for a Customer Performance Field Officer to drive timely loan repayments and recover overdue accounts and financed assets within an assigned territory across Kenya.
”This is a field-based role where up to 80% of your time will be spent in the field; combining in-person customer visits with telephone follow-up to locate customers, negotiate repayment, and where necessary, lawfully recover financed assets. If you’re a self-driven, compliance-minded field professional with collections or debt recovery experience and a valid motorcycle licence, this role is for you.”
Key Accountabilities
- Monitoring assigned accounts and taking appropriate action to keep the collection portfolio within accepted limits, applying sound credit judgment in line with policy guidelines
- Contacting and locating customers to implement repayment schedules, educating them on the importance of timely repayment and the consequences of non-payment
- Assisting customers with issues that may be affecting their ability to repay, including accidents, insurance claims, and other matters… and maintaining accurate records of all conversations and repayment status in M-KOPAnet, Freshdesk, and other relevant systems
- Tracking and managing non-performing accounts, recommending and executing returns or repossessions in line with policy guidelines, and maintaining clean documentation of all returns, repossessions, and cancellations
- Planning and executing field visits to recover payments or assets within the assigned territory, prioritising high-value collections leads and coordinating with local authorities and community leaders where required
- Conducting all recoveries lawfully and peacefully — never using, threatening, or implying force, and immediately disengaging if a situation becomes hostile or unsafe
- Repossessing financed assets only where properly authorised in the system and in line with the loan agreement and M-KOPA repossession policy, confirming the correct customer, account, and asset before taking any action
- Handing over recovered assets and funds to the designated custodian within the same working day, and never storing recovered assets at a personal residence
- Riding the assigned motorbike safely, lawfully, and in full compliance with Kenyan road-traffic requirements and M-KOPA policy at all times — including wearing PPE, maintaining roadworthiness checks, and reporting any accidents or incidents immediately
- Providing daily and weekly updates on collections and recovery efforts, using data and tracking systems to monitor portfolio performance and recommend improvements
- This is a field-based role operating within Nairobi and/or Mombasa in Kenya, with travel required up to 80% of the time. You will be reporting to the Customer Performance Field Team Lead.
Requirements
- A valid NTSA driving license with motorcycle entitlement (Class A2): this is a mandatory requirement; applications without it will not be considered
- Proven, competent motorbike riding experience and physical fitness to ride daily in varied terrain and weather conditions
- Proven experience in collections, debt recovery, fleet management, or a similar field-based customer role
- Strong communication skills; especially in handling difficult or sensitive customer interactions
- Ability to manage field operations independently, including lawful asset recovery and professional interaction with customers, community leaders, and law enforcement
- Proficiency with data tracking and reporting tools such as Excel and Freshdesk
- A clean driving and conduct record, with the ability to pass background, integrity, and police-clearance checks
- Tertiary education (College, TVET, University etc) in a relevant field is required
- Familiarity with motorbike financing, e-mobility, or ride-hailing fleet operations is an added advantage.