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Mogo Finance
Customer Care Agent - (chat)

Mogo Finance

Nairobi | Full Time | Banking / Financial Services

Closing in 1 week from now

Key Responsibilities:

  • Customer Support
  • Respond promptly to customer inquiries on WhatsApp, Messenger, and Email within agreed SLAs.
  • Provide accurate information on products, services, loan accounts, and company policies.
  • Handle complaints with empathy and escalate unresolved issues to the Customer Care Manager or relevant departments.
  • Follow up with customers to ensure timely resolution and closure of cases.
  • Educate customers on self-service options and available digital platforms.
  • Complaint & Request Management
  • Log, categorize, and track customer interactions, complaints, and requests in the ERP/CRM system.
  • Ensure proper documentation and verification of customer information.
  • Monitor open tickets and proactively follow up until resolution.
  • Maintain compliance with company procedures and regulatory requirements.
  • Administrative Support
  • Maintain accurate digital records of all customer chats and emails.
  • Draft professional responses using approved templates, ensuring clarity and empathy.
  • Assist the Customer Care Manager in preparing chat/email performance reports response times, resolution rates, peak times.
  • Customer Engagement & Retention
  • Create a positive customer experience by offering polite, empathetic, and solution-driven support.
  • Collect and share feedback from customers to improve service delivery.
  • Build strong rapport with customers to increase trust and retention.
  • Process & Quality Improvement
  • Adhere to Quality Assurance QA standards in tone, accuracy, and professionalism.
  • Suggest improvements to FAQs, scripts, and templates to enhance chat/email efficiency.
  • Participate in training sessions, team huddles, and performance reviews led by the Customer Care Manager.

Key Performance Indicators KPIs:

  • Average Response Time ART on WhatsApp, Messenger & Email.
  • First Contact Resolution FCR rate.
  • Customer Satisfaction CSAT scores.
  • Chat/Email closure rate within SLA.
  • Quality Assurance QA scores.
  • Typing speed and response efficiency minimum 35–40 for typing speed.

What you will need:

  • Diploma/Degree in Business, Communication, Customer Service, or related field.
  • At least 1 year of customer service experience digital chat/email preferred.
  • Excellent written communication, typing accuracy, and speed minimum 35–40.
  • Ability to multitask and manage multiple chats/emails simultaneously without compromising quality.
  • Strong problem-solving and conflict-resolution skills.
  • Proficiency in CRM/ERP systems and digital messaging platforms.
  • High attention to detail, with the ability to work quickly under pressure.
  • Fluency in English and Kiswahili both written and spoken.

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