Job Purpose
The Senior Customer Care Agent is a high-performing frontline agent who combines
strong customer handling with advanced process knowledge, escalation support,
and peer guidance.
While still actively answering calls and handling customer cases, the Senior Customer Care Agent acts as a first-line support point for other agents, a reliable handler of urgent and priority situations, and a structured feedback source from frontline operations.
This role does not include direct people management
but carries functional leadership and accountability expectations
Key
Responsibilities
Customer Handling & Priority Cases
- Handle inbound and outbound customer
interactions across assigned channels, meeting the same quality and
productivity standards as Customer Care Agents.
- Take ownership of urgent or priority cases where
immediate senior-level handling is required, including but not limited to:
Emergency assistance requests, Priority transfers from standard agents,
Car client inquiries and complex customer cases
- Ensure correct application of approved scripts,
tone, and resolution standards during priority interactions.
Escalation Support & Case Handling
- Support Customer Care Agents by acting as a
Point of Contact (POC) when: Processes are unclear, Exceptional or
uncommon cases arise, Team Leaders are temporarily unavailable
- In urgent situations, receive direct call
transfers from agents for immediate senior handling.
- Ensure that standard escalations are routed
through the established Tier 2 (T2) and Tier 3 (T3) Customer Solutions
escalation process.
- Senior Customer Care Agents do not own or manage
escalations to IT, Product, Legal, or other departments; such escalations
are handled exclusively by the Customer Solutions team.
System & Process Observation
- Actively observe and identify recurring issues
related to: System usability or performance from an agent perspective,
process gaps or unclear resolution paths and documentation inconsistencies
- Provide structured and factual feedback to Team
Leaders and Customer Solutions to support continuous improvement.
- Serve as a frontline feedback representative
when management requests agent-level insights.
Onboarding, Coaching & Peer Support
- Support onboarding of new Customer Care Agents
by: Acting as a buddy during the initial onboarding period, answering
day-to-day operational questions and reinforcing correct use of systems,
scripts, and processes
- Provide informal coaching and guidance to agents
requiring additional support.
Night Shift Oversight Responsibility
- When assigned to night shifts, the designated
Senior Customer Care Agent is responsible for: Operational oversight of
agents on duty, acting as the first escalation point for urgent cases
during the shift and ensuring adherence to processes and correct routing
of escalations
- This responsibility does not include formal
people management or performance evaluation.
Continuous Improvement & Proactivity
- Demonstrate a proactive approach to identifying
improvement opportunities within Customer Care operations.
- Submit a structured monthly improvement document
outlining: Script improvement opportunities, Process or workflow
inefficiencies, documentation gaps or inaccuracies, recurring customer
pain points and Practical improvement suggestions
- Participate in pilots, testing, or process
changes when requested.
Performance Expectations & KPIs
- Consistently meet or exceed standard Customer
Care Agent KPIs, including Quality Assurance (QA) scores, Productivity and
availability targets and adherence to processes and compliance
requirements
- Senior status is dependent on sustained
performance and behavioral expectations.
Qualifications:
Qualifications, Required Skills & Experience
- At least 2 years of experience as a Customer
Care Agent.
- Degree or Diploma in Public Relations or a
Business-related field
- Proven high performance in a Customer Care Agent
role.
- Strong knowledge of Customer Care processes,
systems, and escalation flows.
- Ability to handle high-pressure or sensitive
customer situations calmly and professionally.
- Strong communication skills and sound judgement.
- High level of ownership, reliability, and
initiative.
Behavioural Expectations
- Acts as a role model for professionalism and
process adherence.
- Supports peers constructively and consistently.
- Demonstrates accountability beyond individual
task execution.
- Maintains a solution-oriented and
improvement-focused mindset.
Reporting Line
- Reports to: Customer Care Team Leader
- Works closely with: Customer Solutions
Team, QA, Training, and CX Leadership
How to
Apply
 Job in Kenya - Mogo Finance){kind=link}