Customer Outreach Agent

What you will do:

Customer Engagement

• Make timely calls to new customers to explain loan terms, responsibilities, and available support
• Call customers after agreement amendments to confirm understanding and reinforce key changes
• Support surveys and outreach campaigns by engaging targeted customer segments with tailored messaging
• Ensure every call is a value‑adding interaction that builds trust and clarity

Education & Understanding

• Clearly explain key loan details: repayment schedules, penalties, payment channels, and policy changes
• Use probing questions to confirm customer understanding, and adapt messaging where needed
• Share important updates from the business in a clear and helpful manner

Data Logging & Feedback

• Log all calls and insights accurately in the assigned tools (App / Forms)
• Record feedback, confusion points, and client questions to support product and process improvement
• Tag and escalate any unclear, sensitive, or recurring issues to the CX Manager

Performance & Ownership

• Meet or exceed daily/weekly call targets and outreach expectations
• Take ownership of personal productivity and proactive scheduling of calls
• Regularly suggest improvements to the CX Manager on scripts, workflows, processes, or tools—both in your department and others—that could enhance customer understanding or team efficiency.

What you will need:

• Diploma/Degree in Business Administration, or related field.
• Strong desire to learn along with professional drive.
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Excellent computer skills.
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.

About us:

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark.

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee.

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal.

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya.

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process.

Join us – you’ll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

With us you will:

Feel Good

• a competitive salary
• a friendly and dynamic work environment
• an excellent well-being program:
• health insurance (after probation period)
• pension scheme (after probation period)
• active social life and events

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities