Representative, Customer Care at Koko Networks

This company was formerly known as SmartCook Energy. Last-mile energy networks for Africa's cities. Smarter commerce for urban Africa. Unique rich media delivery platforms. Our mission is to improve life for everyone in Africa’s cities.

 

Representative, Customer Care

  • Job TypeFull Time
  • QualificationBA/BSc/HND , Diploma
  • Experience2 years
  • LocationNairobi
  • Job FieldCustomer Care 

What You Will Do

Inbound & Outbound Customer Support

  • Answer incoming calls from customers and agents, addressing their questions and concerns. 
  • Place outbound calls to collect feedback, provide support, and drive fuel consumption.

Customer Relationship Management 

  • Communicate openly and honestly with customers to build and maintain strong relationships.

Field Customer Support

  • Conduct in-person visits to customers when necessary, providing hands-on assistance and resolving issues.

Issue Resolution & Escalation

  • Identify recurring customer issues, resolve them efficiently, and escalate when needed.

Process Adherence & Reporting

  • Follow KOKO Care processes and report customer feedback and trends to management.

What You Will Bring

  • Bachelor's degree or diploma. Strong understanding of customer service principles and call center operations.
  • Additional certifications in Customer Service Excellence, Call Center Operations, or CRM Systems are an advantage.
  • 2+ years of experience in a call center or customer-facing role.
  • Proficiency in Gmail and Google Suite (Docs, Sheets, Slides).
  • Familiarity with CRM tools such as Zendesk, FreshService, QueueMetrics.
  • Strong problem-solving skills and customer orientation.
  • Basic problem-solving skills and a willingness to assist customers with their inquiries and concerns.
  • Strong communication and interpersonal skills.
  • Demonstrated ability to work with cross-functional teams to enhance customer service operations.
  • Fluency in English and Kiswahili.

Check if your CV matches this job with MyJobMag AI

Method of Application

Interested and qualified? Go to Koko Networks on jobs.lever.co to apply

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