Customer Retention Executive

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WE ARE LOOKING FOR A CUSTOMER RETENTION EXECUTIVE TO JOIN OUR CUSTOMER RETENTION GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS.

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In this role, you will own the customer experience at shop level - screening and upgrading retention customers, resolving product issues, managing stock, and ensuring the depot runs smoothly from open to close. You'll sit at the intersection of sales, warehouse, and customer experience, and your ability to build trust with customers quickly will directly shape how many of them stay with M-KOPA for the long term.

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ABOUT US

At M-KOPA, retention isn't a back-office function - it's a growth engine. We've extended over $2 billion in credit to customers across five African markets, most of whom had never accessed formal financial services before. Keeping those customers engaged, supported, and moving forward in their M-KOPA journey is one of the most important things we do. As a Customer Retention Executive, you'll be at the center of that work every single day.

You'll be working in a real shop environment, with live customers, real targets, and the tools - CRM systems, stock management platforms, and a product portfolio spanning smartphones, digital credit, and financial services - to get the job done properly

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This is an on-site role, you would be working from our shop in Kasoa, partnering with a diverse group of employees from our different markets and locations.

YOUR IMPACT AT M-KOPA

Customer Experience

- Screen, upgrade, and onboard retention customers accurately - conducting proper KYC, processing sales within the set SLA, and logging every interaction on Freshdesk and Excel so nothing is ever missed.

- Handle customer complaints and product queries with genuine ownership - following through until the issue is fully resolved and the customer leaves with confidence in M-KOPA.

- Support customers across all retention product touchpoints, providing clear and honest guidance that keeps them engaged and coming back.

Stock Management

- Monitor shop stock levels proactively, placing replenishment orders before gaps appear and managing channel stock quantities to keep the sales floor fully operational.

- Keep inventory well-organized and accurately maintained so the shop always reflects what's actually available - no surprises for customers or the team.

Operational Excellence

- Keep the shop running to M-KOPA's standard during operating hours Monday to Saturday - clean, professional, and ready for every customer who walks in.

- Attend all scheduled training sessions and complete monthly assessments, staying current on products, systems, and processes so every customer gets accurate, confident answers.

Expertise

This is a fully onsite role based in Ghana. You will be reporting to the Retention Team Lead;

- Demonstrable experience in telesales, sales support, or a customer-facing retail role - ideally within a phone, fintech, or related environment - with a proven ability to handle customer interactions and close sales confidently

- Proficiency in Excel and the ability to work accurately within CRM systems; experience with Freshdesk or a similar tool is an advantage

- A college diploma or degree in any field, paired with strong communication, sharp attention to detail, and the ability to manage your own time and workload without being prompted

MORE THAN JUST A JOB

- Retention is one of the most commercially valuable skills in business - this role gives you the environment to develop it properly, with real customers, real targets, and real outcomes you can point to.

- M-KOPA promotes from within. With six markets and a customer base growing toward 10 million, the path forward is real for people who show up and take ownership.

- Stability matters. M-KOPA is well-funded, operationally strong, and growing deliberately - a company with proven traction and a long runway ahead.

If you're ready to build something real with a company that gives you the tools, the exposure, and the opportunity to grow; let's talk.

WHY M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kop