Field Service Assistant – Mobility at M-kopa

Job Description

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.

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
• This is an on-site role based at one of our retail shops across Kenya. You will be reporting to the Customer Experience Officer.

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