Job Openings at Koko Networks

Your Role

As Director of Business Operations, you will work closely with KOKO’s executive leadership team to support the company's strategic planning, business analysis, forecasting, and management reporting. Your role is to manage the behind-the-scenes operating system and plumbing to keep our leadership team aligned on business performance and in sync with each other.

What You Will Do

• Strategic planning: support corporate and country business unit strategic planning efforts and coordinate periodic leadership planning sessions
• Project management: oversee key cross-functional initiatives, including development of documentation, provision of ongoing status updates, and coordination of activities to ensure on-time delivery (eg, for launch of new city networks, product categories, or country business units)
• Management reporting: develop, refine, and drive weekly and monthly business reviews and reporting to ensure our leadership team are aligned around key metrics and top priorities and have visibility into progress against these goals
• Business analysis: analyze financial and operational performance to identify improvement areas and forecast future requirements in business critical areas (eg, supply chain, FMCG retail business)
• Team management: own the global ‘BizOps’ departmental budget and support, build, and coach the team to deliver on global leadership team requirements and priorities

What You Will Bring to KOKO

• University degree and Masters in Business Administration (MBA) degree
• 10+ years of work experience with a demonstrated track record of success
• 5+ years of experience at a top-tier consulting firm, investment bank, or equivalent Advanced proficiency with Excel for financial modeling and data analysis
• Advanced proficiency with PowerPoint for progress reporting and strategy decks
• Demonstrated aptitude for project management, including ability to balance priorities, clarify stakeholder requirements, lead cross-functional efforts, pay keen attention to detail, and generally keep deliverables on schedule
• Aptitude for cross-functional management, including ability to identify activities that matter most and keep teams focused on delivering top priorities on-time and to the highest standard
• Ownership mindset and comfort in a fast-paced, growth-stage startup environment
• Strong interpersonal skills and ability to bridge gaps across cultures and backgrounds

go to method of application »

As Customer Care Representative, you will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will answer questions about KOKO, address complaints, resolve issues, and drive customer satisfaction and retention.

Responsibilities

• Answer inbound phone calls from current and prospective KOKO customers and agents
• Place outbound phone calls to current customers to solicit feedback, provide support, and drive KOKO Fuel consumption
• Conduct in-person field visits to current customers to deliver the highest quality of support. Conducting-person field visits that will include imparting customer education and cooker troubleshooting & repairs.
• Address customer questions and concerns to ensure satisfactory issue resolution
• Give voice to KOKO customers by understanding and reporting recurring questions and issues
• Communicate openly and honestly with KOKO customers 
• Build, manage, and maintain strong, positive customer relationships
• Follow existing KOKO Customer Care processes and escalate customer queries and issues to management, as appropriate

Requirements

• 1+ year of work experience, preferably in a customer service roles
• Strong phone contact handling and active listening skills
• Empathetic customer orientation and ability to adapt and respond to challenging situations
• Excellent written and oral communication skills
• Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
• Familiarity with customer management systems (Zendesk, Fresh Service, Queue Metrics) preferred
• Ability to multitask, prioritize, and manage time effectively.
• Results orientation and comfort in a performance-driven work environment
• Positive, upbeat attitude ready to support KOKO’s customers and agents
• Proficiency in English and Swahili