Role Summary
Calling
all future customer experience superstars! Ever wanted to be part of a mission?
Ours is to Mokofy Kenya, one happy customer at a time. If you’re ready to
ignite your customer experience career, join our buzzing Mlolongo center as we
supercharge our link between our customers and our products by building trust
and loyalty through every interaction. You’ll utilize your exceptional
communication skills, solve problems and provide expert guidance on the perfect
moko products, transform inquiries
into lasting customer relationships and master the moko product knowledge to
ensure seamless, world-class customer support . Join us and help us supercharge
the Moko customer journey! be recognized as a frontline Moko Customer Advocate!
Key Responsibilities
- Answer customer service related queries on all
channels in order to resolve technical, finance, delivery, and general
customer issues, and complaints.
- Cold calling customers from B2C and B2B to
collect and address feedback in regards to the service they experienced as
a result of conducting business with Moko.
- Follow customers through their journeys and look
for ways to improve the overall customer experience.
- As guided by your manager/supervisor, escalate
customer service issues as need
- Support implementation of new systems
- Collaborating with colleagues from other teams,
as needed in order to fulfil the customers’ experience
- Identify areas where the customer facing teams
need additional training or coaching as per the kinds of service queries
you are responding to and escalate to your manager
- Conduct monthly after sales calls and analysis,
then present to the relevant teams.
Desired Candidate Profile
- Previous experience as a customer experience
officer in a complex company with scale
- Minimum educational achievement of a diploma.
- Bring passion and enthusiasm to work and to your
teammates!
- Demonstrate strong judgement and reasoning in
decision making especially when dealing with customers
- Work in collaboration with colleagues across all
teams.
- A proactive self-starter who thrives with
autonomy and managing their time like a pro.
- A natural team player who takes full ownership
of their work by tackling challenges head-on.
- A candidate who is always hungry to learn,
embrace feedback and use their analytical thinking to make smart
decisions.
How to Apply
