Customer Retention Executive - Kasoa

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.

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

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.

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

• 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.

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.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.