WhatsApp Sales Agent (Infobip) drives sales and customer conversion via digital messaging channels, requires a Business, Sales, or Marketing Diploma or Degree and 1–2 years sales/telesales experience. Full-time role in Nairobi.
Purpose of the role:
Reply fast to every inbound
WhatsApp enquiry, qualify the customer, guide them through documents and
application, and hand a complete file to credit — while giving a compliant,
professional experience that protects Mogo’s brand and the customer’s data.
Responsibilities
Lead
response and engagement
Reply to
every assigned WhatsApp conversation within the first-response target across
your whole shift.
Clear new
chats in the first 30 minutes of each shift before working older chats
Handle
several chats at once without losing quality or context.Use approved message
templates for outbound follow-ups outside the 24-hour window; never send
unapproved bulk or promotional messages.
Manage
the queue: claim, tag, transfer, and close conversations correctly so nothing
is left unattended.
Qualification
and needs discovery
Identify
the customer’s need and match it to the right product (logbook loan, car
financing, boda boda, or other).
Confirm
basic eligibility against current product criteria before collecting
documents.
Explain
product terms clearly and accurately: amount, tenure, pricing, fees, repayment
schedule, and security requirements.
Handle
objections and comparisons with competitors honestly, without over-promising
approval or terms.
Application
and document collection
Search
for an existing application before creating a new one, so no duplicates are
created
Guide the
customer through the application step by step.
Collect
required documents through the secure channel, check them for completeness and
legibility, and upload them to the loan system.
Book
vehicle inspections, branch visits, or callbacks where the product requires
it.
Hand off
complete files to credit/underwriting and keep the customer updated until a
decision.
Follow-up
and conversion
Follow up
on incomplete applications and dropped conversations within the agreed
timelines.
Work cold
and dormant leads assigned to them, through both WhatsApp (approved templates,
opt-in rules) and outbound calls.
Dial
leads proactively when chat stalls, when a customer prefers a call, or when a
call will close faster — meeting daily call targets alongside chat work.
Log every
call outcome and agree the next action (callback, document follow-up, or close)
in the CRM.
Re-engage
warm leads using approved templates and opt-in rules.
Coordinate
with branches and telesales colleagues when a lead needs a physical visit or
specialist handling.
Data
quality and reporting
Record
every interaction accurately in Infobip and the CRM/loan system: disposition,
lead source, product, and stage.
Tag lost
leads with a clear reason so the team can fix funnel leaks.
Share
customer feedback, recurring questions, and product gaps with the Team
Lead.
Customer
experience and escalation
Keep a
professional, friendly tone in English and Kiswahili on chat and calls; do not
use Sheng or slang.
Route
service, payment, collections, and complaint queries to the right team rather
than resolving them outside scope.
Escalate
fraud indicators, suspicious documents, and abusive customers
immediately.
Requirements
Education
and experience
Diploma
or degree in business, sales, marketing, or a related field.
1–2 years
in sales, telesales, or a contact centre, ideally in financial services,
digital lending, or automotive.
Experience
on live chat or WhatsApp Business for customer engagement is an
advantage.
Skills
Excellent
written English and Kiswahili: clear, correct, and quick.
Fast,
accurate typing; comfortable running several chats at once.
Strong
persuasion and objection handling without pressure tactics, on chat and on
outbound calls.
Basic
numeracy to explain loan amounts, repayments, and fees.
Comfortable
with CRM and chat platforms; Infobip experience is a plus.
Attributes
Target-driven
and resilient.
Detail-oriented
with documents and data entry.
High
integrity and discretion with customer information.
Available
for rotating shifts, including weekends and public holidays.
