Customer Care Generalist Officers

Mogo Credit Limited (hereafter referred to as Mogo) is a microfinance firm licensed in Tanzania by the Bank of Tanzania (BOT) as a Boda Boda and Tuk-Tuk (Bajaji) Credit Provider.

The Customer Care Generalist is responsible for providing frontline support to clients, ensuring a positive customer experience through effective communication, problem-solving, and guidance. This role involves handling inquiries, resolving issues, and supporting customers with payments, offers, and service usage.

• Handle incoming calls, emails, and inquiries from clients. 
• Make welcome calls to new customers, guiding them on payment processes and available offers. 
• Provide accurate information about products, services, and company policies. 
• Record and update customer interactions in the ERP system. 
• Resolve customer complaints promptly and escalate complex cases when necessary. 
• Follow up with clients to ensure satisfaction and completion of services. 
• Collaborate with telesales and loan officers to share customer feedback and insights. 
• Maintain a professional and supportive relationship with clients to build trust and loyalty. 

• Diploma or Bachelor’s degree in Business, Marketing, Communications, or related field (preferred). 
• Previous experience in customer service, call center, or client relations. 
• Excellent verbal and written communication skills. 
• Strong problem-solving and interpersonal skills. 
• Ability to multitask and work under pressure. 
• Familiarity with ERP systems is an added advantage. 

Competencies 

• Customer-focused mindset. 
• Clear communication and active listening. 
• Patience and empathy in handling client concerns. 
• Team collaboration and accountability. 
• Adaptability and resilience in dynamic environments. 

Work Schedule 

• Customer Care Generalists and Team Leads are required to provide 24-hour coverage. 
• There will be shift rotation of which will be organized to ensure continuous service while maintaining work-life balance. 
• Each employee will receive two full days off per week. 
• Off days will be scheduled in advance and rotated fairly among team members