Customer Care Agent at Mogo Finance

We offer top-notch, long term Car financing in Nairobi and Mombasa to our prospective customers, which is up to 80% of any car's value. With MOGO’s efficient mode of services, you get to drive your dream car in a very short period of time at a very convenient interest rate.

We have more than 6 years’ experience providing fin...

 

Customer Care Agent

  • Job TypeFull Time
  • QualificationBA/BSc/HND , KCSE
  • Experience
  • LocationNairobi
  • Job FieldCustomer Care 

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:

Qualifications:

Education:

  • High school diploma or equivalent; a college degree is preferred.

Experience:

  • Previous customer service experience is preferred.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Mogo Finance on talent.sage.hr to apply

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