Sales Administrator

About the role

We foster a culture where customer success meets operational excellence. Our team values persistent follow-through, structured communication, and early intervention that prevents problems rather than reacting to them. You'll be empowered to hold people accountable, flag issues before they escalate, and drive outcomes that directly impact customer repayment rates and business performance. Recognized by the Financial Times as one of Africa's Fastest Growing Companies (2022-2025) and TIME100 Most Influential Companies (2023 & 2024), we've served over 6 million customers, unlocking $1.5 billion in cumulative credit across Africa. At M-KOPA, our Sales Administrators aren't just processing paperwork-they're mission-critical operators who ensure customers succeed in those make-or-break first 90 days, building the foundation that transforms first-time credit users into long-term M-KOPA customers. Why This Role is Different: Imagine being the person who spots that a customer is confused about payments on Day 10 and fixes it before they miss Day 30. Imagine holding a DSR accountable for an unresolved issue that's preventing a customer from paying. Imagine calling a customer at Day 90 and hearing them say, "Thank you for checking on me-I wasn't sure how this worked but now I'm on track." That's this role. You're not buried in admin tasks that don't matter. Every call you make, every issue you flag, every piece of KYC you chase directly impacts whether a customer succeeds or defaults. The work has weight. The outcomes are measurable. Your commission is tied to actual results-Day 30 and Day 90 payment rates in your cohort, KYC completion rates, device recoveries, and education touchpoint completion. You win when customers win. In this role, you would be responsible for: Customer Follow-Up & Education (Days 5-90) Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90-confirming device is working, walking through the payment process, and answering questions Delivering scripted customer education sessions at Day 10, 15, and 30 milestones, covering device usage, repayment schedules, and what to do if they face difficulties Identifying and flagging early distress signals-payment hesitation, confusion, silence, or complaints-before they become defaults Tracking and reporting weekly on customers educated, passwords reset, cancellations, unable-to-pay cases, lost or stolen devices, and forgotten passwords Agent & DSR Accountability Holding DSRs accountable for unresolved customer issues beyond Day 5-following up, escalating, and closing gaps Conducting structured follow-up with non-engaging agents; surfacing patterns of poor customer handover Liaising daily with Cluster Leaders, Regional Managers, Trainers, Collection Agents, and the Contact Centre to resolve field quality gaps Escalating repeat issues to the Sales Admin Lead and Head of Sales with evidence and recommendations KYC Integrity & Compliance Auditing new customer KYC records within 48 hours of activation-flagging missing, incomplete, or incorrect documentation Updating and correcting customer KYC details in the system promptly and accurately Chasing DSRs and agents for outstanding documentation and escalating anomalies immediately to Credit & Fraud Sharing field KYC quality feedback back to DSRs and team leaders to improve first-time accuracy Device Repair & Recovery Monitoring all devices sent through retail channels for repair-tracking resolution within SLA and escalating anything stuck beyond 7 days Working with Field Collection Agents to support device recovery for customers who have failed to pay Maintaining a live device tracker and reporting weekly on devices in repair, recovered, and written off Stakeholder Liaison & Quality of Service Acting as the central coordination point between field staff, trainers, the Contact Centre, Cluster Leaders, Regional Managers, Credit, and Fraud teams on quality of service gaps Surfacing and documen

Additional Information

We are looking for a Sales Administrator - Customer Onboarding & Retention to own the customer journey from Day 5 to Day 90, ensuring no new M-KOPA customer falls through the gap between activation and successful payment patterns. This role offers the opportunity to be the bridge between a customer's first device and their first successful payment-the person who makes the critical difference in those crucial first 90 days. You won't be doing ordinary admin work. You'll be the early-warning system who catches distress signals before defaults happen, the educator who ensures customers know exactly how to succeed, the follow-up engine who holds DSRs and agents accountable, and the quality guardian who ensures every new customer has the support they need. Working across Sales, Credit, Fraud, Contact Centre, and Field teams, you'll own structured touchpoints at Day 5, 10, 15, 30, and 90-building trust, forming habits, and setting repayment patterns that determine customer success.

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