Customer Care Agent

Key Responsibilities:

• Customer Interaction:
  • Respond promptly to customer inquiries via phone, email, live chat, and social media.
  • Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
  • Maintain a positive, empathetic, and professional attitude toward customers always.
• Application Leads Generation:
  • All inquiries received by the agent and the application details shared by the agent must be
• Problem Resolution:
  • Identify and assess customers’ needs to achieve satisfaction.
  • Troubleshoot and resolve customer issues accurately and efficiently.
  • Take the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.
• Identify and assess customers’ needs to achieve satisfaction: Listen to the customer’s concerns, ask probing questions, and determine the best solution to meet their needs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication:
  • Engage with customers in a way that builds long-term relationships, ensuring they feel valued and understood.
  • Escalate unresolved issues to the appropriate departments or management.
• Product Knowledge:
  • Develop a deep understanding of the company’s products and services.
  • Stay updated with product changes and enhancements to provide accurate information.
• Documentation and Reporting:
  • Document all customer interactions, inquiries, and complaints in the CRM system.
  • Prepare and maintain detailed records of customer interactions and transactions.
• Provide accurate, valid, and complete information by using the right methods/tools:
  • Ensure that all information given to customers is correct and comprehensive, using the company’s resources effectively.
  • Provide feedback on the efficiency of the customer service process.
• Team Collaboration:
  • Collaborate with other team members to ensure consistent and high-quality customer service.
  • Participate in team meetings, training sessions, and ongoing professional development.
• Meet Set Targets
  • Set to meet the targets and KPIs given either personal or team based.

What you will need:

• Education:
  • High school diploma or equivalent; a college degree is preferred.
• Experience:
  • Previous customer service experience is preferred.
• Skills:
  • Excellent communication and interpersonal skills. (Both English and Kiswahili)
  • Strong problem-solving abilities and attention to detail.
  • Proficiency in using customer service software, databases, and tools.
  • Ability to handle stressful situations and difficult customers with patience and professionalism.
  • Good organizational and time management skills.
  • Speed.
  • Good typing skills

Additional Requirements:

• Ability to work flexible hours, including evenings, weekends, and holidays if needed.
• Familiarity with CRM systems and practices.

Physical Requirements:

• Ability to sit for extended periods while using a computer.
• Ability to work with headphones for extended time periods

Work Environment:

• This job operates in a professional office environment. Remote work may be an option depending on company policies.

About us

MOGO Auto Limited, part of the international fintech company Eleving Group, operates in sixteen countries and provides access to finance in Kenya to promote upward social mobility. Their financial products include financing for cars, motorcycles, tuk-tuks, electric motorcycles, logbook loans, and general vehicle financing. Notably, MOGO finances cars of any age, brand, or model, and recently secured a $10 million loan from the Development Finance Corporation (DFC) specifically for electric vehicle financing in Kenya.

Since entering the Kenyan market in 2019, MOGO has financed over 100,000 vehicles and served more than 50,000 customers, with motorcycle financing issuances surpassing KSh 230 million in June 2024. Their growth is driven by a focused market strategy, data and technology emphasis, and strong risk management, allowing for 24-hour loan processing and flexible repayment terms up to 60 months. MOGO’s mission is to offer convenient, affordable, and sustainable financing solutions, aiming to build partnerships and facilitate upward social mobility across Kenyan communities.

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