Customer Retention Executive (Shop)

About the role

M-KOPA is seeking a Customer Retention Executive to manage the shop‑level experience for retention customers in Kasoa. You will be the frontline contact, handling sales, product issues, and stock while ensuring the depot operates smoothly from opening to closing.

Key responsibilities

• Screen, upgrade and onboard retention customers, complete KYC and process sales within SLA.
• Log every interaction in Freshdesk and Excel to maintain accurate records.
• Resolve customer complaints and product queries with full ownership.
• Support customers across all retention product touchpoints, providing clear guidance.
• Monitor shop stock levels, place replenishment orders and keep inventory organized.
• Maintain shop standards during operating hours (Monday‑Saturday) and ensure a clean, professional environment.
• Attend scheduled training sessions and complete monthly assessments to stay current on products and systems.

Required profile

• Demonstrable experience in telesales, sales support or a customer‑facing retail role, preferably in phone, fintech or a related environment.
• Proven ability to handle customer interactions and close sales.
• Willingness to work fully onsite in Kasoa and report to the Retention Team Lead.

Required skills

• Freshdesk
• Excel
• CRM systems
• Stock management platforms