# Customer Performance Field Officer – Mombasa J M-KOPA Solar Canonical URL: https://primejobalerts.com/jobs/customer-performance-field-officer-mombasa-j-m-kopa-solar Company: Private Category: Administration & Office Support Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-10-22 Expires: 2026-12-06 ## Job Description 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 Mombasa. 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.” ### Responsibilities - 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. ### How to Apply Click here to apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.