Customer Care Representative - Mombasa
- KOKO Networks
- 1 to 5 Yrs
- Kenya
- 4 years ago
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Job Description
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. What You Will Do
- 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 customer to deliver the highest quality of support
- 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
- 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 (Zen Desk, 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
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Sales / BDFunctional Area: Not ApplicableRole/Responsibilies: Customer Care Representative - MombasaContact Details:
Company: KOKO NetworksLocation(s): Kenya+ View Contact
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₹ 2.0 - 3.5 Lakh/Yr
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KOKO Networks is a venture-backed technology company operating in East Africa and India. We build and deploy cloud-connected KOKOpoints inside local retail outlets, which serve as consumer access points for goods and services delivered in partnership with major suppliers. Our first consumer soluti...
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