Sales Administrator – Customer Onboarding & Retention

About the role

The Sales Administrator – Customer Onboarding & Retention will own the critical first 90‑day journey of new M‑KOPA customers. You will act as the early‑warning system, educator, and quality guardian to ensure every customer moves from device activation to a successful payment pattern.

Key responsibilities

• Conduct structured follow‑up calls at Day 5, 10, 15, 30, and 90 to confirm device functionality, guide payment processes, and answer questions.
• Deliver KYC documentation, monitor payment patterns, and flag any distress signals before defaults occur.
• Hold DSRs, field agents, and contact‑centre teams accountable for unresolved issues impacting payments.
• Collaborate across Sales, Credit, Fraud, Contact Centre, and Field teams to maintain consistent touchpoints and build customer trust.
• Track and report on cohort payment rates, KYC completion, device recoveries, and education touchpoint completion.

Required profile

• Proactive mindset with a strong sense of accountability.
• Excellent communication skills and ability to educate customers.
• Detail‑oriented and capable of monitoring multiple touchpoints simultaneously.
• Comfortable working cross‑functionally with sales, credit, fraud, and field teams.

Required skills

What we offer

• Opportunity to directly influence customer repayment rates and business performance.
• Performance‑based commission tied to measurable outcomes.
• Work in a fast‑growing, award‑winning African fintech recognized by the Financial Times and TIME100.