Customer Experience Officer

MoKo Home + Living is seeking a passionate Customer Advocate to join our dynamic team in Mlolongo! This entry-level role is perfect for a driven young professional looking to build a career in customer experience. As a key point of contact, you will utilize your exceptional communication and problem-solving skills to address customer inquiries, gather feedback, and ensure a seamless MoKo experience. You will play a key role in building trust and loyalty, contributing to our mission of transforming home living for Kenyan families. Diploma required. If you’re a proactive self-starter and a team player eager to learn and grow, join us and help us transform the Moko customer journey.

WHO WE ARE

At MoKo Home + Living, we’re on a mission to transform the way Kenyan families experience furniture and home living. Our vision is to bring modern designs and world-class customer service to every household, making quality and affordability accessible to all. Many dream of a welcoming space to sleep, relax, and entertain, but too often, they face a choice between breaking the bank and settling for low-quality options.

Join our passionate team of 500+ MoKoers dedicated to building products, creating a memorable brand, and optimizing operations that put quality living within reach. With over 700,000 satisfied customers using MoKo products daily, we’re set to serve millions more and we need visionary leaders like you to help us get there.

Role Summary

Calling all future customer experience superstars! Ever wanted to be part of a mission? Ours is to Mokofy Kenya, one happy customer at a time. If you’re ready to ignite your customer experience career, join our buzzing Mlolongo center as we supercharge our link between our customers and our products by building trust and loyalty through every interaction. You’ll utilize your exceptional communication skills, solve problems and provide expert guidance on the perfect moko products, transform inquiries into lasting customer relationships and master the moko product knowledge to ensure seamless, world-class customer support . Join us and help us supercharge the Moko customer journey! be recognized as a frontline Moko Customer Advocate!

Key Responsibilities

• Answer customer service related queries on all channels in order to resolve technical, finance, delivery, and general customer issues, and complaints.
• Cold calling customers from B2C and B2B to collect and address feedback in regards to the service they experienced as a result of conducting business with Moko.
• Follow customers through their journeys and look for ways to improve the overall customer experience.
• As guided by your manager/supervisor, escalate customer service issues as need
• Support implementation of new systems
• Collaborating with colleagues from other teams, as needed in order to fulfil the customers’ experience
• Identify areas where the customer facing teams need additional training or coaching as per the kinds of service queries you are responding to and escalate to your manager
• Conduct monthly after sales calls and analysis, then present to the relevant teams.

Desired Candidate Profile

• Previous experience as a customer experience officer in a complex company with scale
• Minimum educational achievement of a diploma.
• Bring passion and enthusiasm to work and to your teammates!
• Demonstrate strong judgement and reasoning in decision making especially when dealing with customers
• Work in collaboration with colleagues across all teams.
• A proactive self-starter who thrives with autonomy and managing their time like a pro.
• A natural team player who takes full ownership of their work by tackling challenges head-on.
• A candidate who is always hungry to learn, embrace feedback and use their analytical thinking to make smart decisions.