Customer Care Agent at Mogo Finance

What you will do:

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. 

Problem Resolution: 

• Identify and assess customers' needs to achieve satisfaction. 
• Troubleshoot and resolve customer issues accurately and efficiently. 
• 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 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. 
• Sales. Respond to all sales inquiries and generate applications from the inquiries. 

What you will need:

Education: 

• Diploma or equivalent; a college degree in Business Administration, or related field 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. 

With us you will:

Feel Good

• 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