M-KOPA are looking for a Field Service Assistant in Nairobi, Kitengela and Thika 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.
M-KOPA Mobility division is expanding access to electric motorbikes, helping riders transition to cleaner, more cost-effective transportation solutions.
This is an on-site role based at one of our retail shops across Kenya. You will be reporting to the Customer Experience Officer.
This role is a great fit for someone who loves working directly with customers and takes pride in doing the details right. You'll be a key part of the customer's first experience with M-KOPA — from their very first product demo to the moment they ride off with their new bike.
What You'll Do
- Lead product pitching, demonstrations, and induction sessions for new customers
- Explain financing terms, insurance, driving school requirements, and customer responsibilities
- Review KYC documents and ensure policy compliance
- Capture customer data accurately into the system and sync with the Customer Care Team for screening
- Identify fraud risks or documentation inconsistencies and escalate appropriately
- Validate asset readiness checklists covering mechanical state, charge levels, and accessories
- Manage the end-to-end onboarding workflow: verification → training → activation → issuance
- Document and hand over bikes, accessories, helmets, and additional equipment to customers
- Deliver customer training on riding safety, insurance, battery care, charging, payments, and app use
- Validate customer understanding and track training attendance
Your Expertise
- College diploma or tertiary training in any field
- Minimum 1 year of experience in customer service (front office experience is a plus)
- Basic technical knowledge is advantageous but not required
- Strong customer service and communication skills
- Ability to manage multiple tasks in a fast-paced environment
- Attention to detail in maintaining shop operations
- Professional and friendly demeanor when interacting with customers
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