
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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