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
