What You Will Do
Inbound & Outbound Customer Support
- Answer
incoming calls from customers and agents, addressing their questions and
concerns.
- Place
outbound calls to collect feedback, provide support, and drive fuel
consumption.
Customer Relationship Management
- Communicate
openly and honestly with customers to build and maintain strong
relationships.
Field Customer Support
- Conduct
in-person visits to customers when necessary, providing hands-on
assistance and resolving issues.
Issue Resolution & Escalation
- Identify
recurring customer issues, resolve them efficiently, and escalate when
needed.
Process Adherence & Reporting
- Follow
KOKO Care processes and report customer feedback and trends to management.
Qualifications
- Bachelor’s
degree or diploma. Strong understanding of customer service principles and
call center operations.
- Additional
certifications in Customer Service Excellence, Call Center Operations, or
CRM Systems are an advantage.
- 2+
years of experience in a call center or customer-facing role.
- Proficiency
in Gmail and Google Suite (Docs, Sheets, Slides).
- Familiarity
with CRM tools such as Zendesk, FreshService, QueueMetrics.
- Strong
problem-solving skills and customer orientation.
- Basic
problem-solving skills and a willingness to assist customers with their
inquiries and concerns.
- Strong
communication and interpersonal skills.
- Demonstrated
ability to work with cross-functional teams to enhance customer service
operations.
- Fluency
in English and Kiswahili.
How to Apply
