Customer Care Agent

About MOGO Auto Limited

MOGO Auto Limited is part of Eleving Group, a global fintech company operating in 16 countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.

We offer a wide range of products, including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.

With over 400,000 loans issued, we continue to grow rapidly, supported by our nationwide branch network and a user-friendly customer mobile app.We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives.

At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya. We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.

Key Responsibilities:

Customer Interaction:

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers always.

Application Leads Generation:

• All inquiries received by the agent and the application details shared by the agent must be

Problem Resolution:

• Identify and assess customers' needs to achieve satisfaction.
• Troubleshoot and resolve customer issues accurately and efficiently.
• Take the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.

Identify and assess customers’ needs to achieve satisfaction:

• Listen to the customer’s concerns, ask probing questions, and determine the best solution to meet their needs.

Build sustainable relationships and trust with customer accounts through open and interactive communication:

• Engage with customers in a way that builds long-term relationships, ensuring they feel valued and understood.
• Escalate unresolved issues to the appropriate departments or management.

Product Knowledge:

• Develop a deep understanding of the company’s products and services.
• Stay updated with product changes and enhancements to provide accurate information.

Documentation and Reporting:

• Document all customer interactions, inquiries, and complaints in the CRM system.
• Prepare and maintain detailed records of customer interactions and transactions.

Provide accurate, valid, and complete information by using the right methods/tools:

• Ensure that all information given to customers is correct and comprehensive, using the company's resources effectively.
• Provide feedback on the efficiency of the customer service process.

Team Collaboration:

• Collaborate with other team members to ensure consistent and high-quality customer service.
• Participate in team meetings, training sessions, and ongoing professional development.

Meet Set Targets

• Set to meet the targets and KPIs given either personal or team based.

Qualifications:

• Education:
• High school diploma or equivalent; a college degree is preferred.
• Experience:
• Previous customer service experience is preferred.
• Skills:
• Excellent communication and interpersonal skills. (Both English and Kiswahili)
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer service software, databases, and tools.
• Ability to handle stressful situations and difficult customers with patience and professionalism.
• Good organizational and time management skills.
• Speed.
• Good typing skills

Additional Requirements:

• Ability to work flexible hours, including evenings, weekends, and holidays if needed.
• Familiarity with CRM systems and practices.

Physical Requirements:

• Ability to sit for extended periods while using a computer.
• Ability to work with headphones for extended time periods

Work Environment:

• This job operates in a professional office environment. Remote work may be an option depending on company policies.

Feel Good

• a competitive salary
• a friendly and dynamic work environment
• an excellent well-being program:
• health insurance (after probation period)
• pension scheme (after probation period)
• active social life and events

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities