Customer Performance Intern at M-KOPA Solar

Customer Performance Intern at M-KOPA Solar – M-KOPA Solar Kenya Job Details

About the Role

M-KOPA Solar is recruiting a Customer Performance Intern for a full-time position based in Kenya. This internship offers hands-on experience in collections and customer account management within the solar energy and fintech sectors. You will work directly with the customer performance team, supporting core operations that keep M-KOPA Solar’s loan portfolio on track and customers engaged with their repayment obligations.

The Customer Performance Intern at M-KOPA Solar will contribute to field operations and financial reporting activities that are essential to the company’s mission of expanding energy access. M-KOPA Solar finances solar home systems and other energy products through pay-as-you-go models, primarily targeting the East African market. In this role, you will gain practical exposure to collections management, customer outreach, and asset recovery—functions that directly impact the sustainability of microfinance operations serving low-income households.

Key Responsibilities

• Monitor assigned customer accounts and maintain the collection portfolio within established targets, escalating high-risk accounts to senior staff as needed.
• Prepare call lists, draft customer communications, and participate in supervised outreach calls to establish and implement repayment schedules.
• Educate customers about timely repayment practices and communicate the consequences of non-payment, always under the direction of experienced team members.
• Identify and document customer circumstances that affect loan repayment—such as accidents or insurance claims—and escalate these cases with supporting evidence to appropriate departments.
• Log all customer interactions and repayment activity in M-KOPA Solar’s internal systems, including M-KOPA-net and Freshdesk, ensuring data accuracy and completeness.
• Support fleet driver performance monitoring to help ensure operational targets are achieved, working closely with senior supervisors.
• Assist with routine driver-related issues and help coordinate communication with external partners and stakeholders.
• Compile basic analysis on collections and recovery activities for daily and weekly reporting cycles, supporting the team’s data-driven decision-making.
• Help organize and coordinate field visits for payment collection or asset recovery, including liaison with local authorities where required.

Requirements & Qualifications

• Demonstrated experience in collections, fleet management, or similar customer performance roles.
• Strong communication abilities, particularly when handling difficult customer conversations with empathy and professionalism.
• Capability to manage field operations, including engagement with local law enforcement and community stakeholders.
• Working knowledge of data tracking and reporting systems, such as Excel and Freshdesk.
• Attention to detail and the ability to manage multiple tasks simultaneously in a demanding environment.
• Flexibility to travel as operational requirements demand and willingness to work variable hours.
• Prior experience in motorbike financing, e-mobility, or ride-hailing fleet operations is advantageous.
• Familiarity with fintech and financial inclusion concepts is preferred.

What to Expect

• You will work within the customer performance team, reporting to senior colleagues who provide ongoing guidance on collections procedures and policy compliance.
• The role involves a mix of office-based work—managing data in M-KOPA Solar’s systems and preparing documentation—and field activities, including customer visits and engagement with local authorities.
• This is a full-time internship position, and you should be prepared for flexible scheduling that aligns with customer availability and seasonal collection cycles.
• This Customer Performance Intern at M-KOPA Solar position in Kenya is open to qualified candidates. Click Apply below to submit your application.