Branch Customer Care Agent - Bomet

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.

Purpose of the Role

The Branch Customer Care Agent is responsible for providing high-quality customer support within the branch by addressing client inquiries, resolving issues, and ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to manage client needs.

Key Tasks

1. Support clients visiting the branch by addressing inquiries and complaints in a professional and timely manner, using available tools and systems for resolution.
2. Maintain a feedback loop with CX in HQ by sharing recurring issues and customer insights.
3. Logging complaints and queries in provided system.
4. Support ad hoc tasks, like NPS measurements, customer surveys etc.
5. Generating loan statements and providing final balance upon request.
6. Process account amendments as required.
7. Update client records and information in ERP.
8. Assist in the preparation of reports.
9. Follow up customer calls where necessary.
10. Any other duties assigned

Responsibilities

1. Ensure effective organization and execution of assigned tasks.
2. Maintain a thorough understanding of the company’s operations and branch structure.
3. Comply with all ethical standards, policies, and professional norms.
4. Take full responsibility for the accuracy, timeliness, and completeness of all assigned duties.
5. Safeguard the confidentiality of company and client information at all times.

• Proven background in customer care or client-facing roles.
• Fast and efficient in handling customer needs.
• Proficient computer skills.
• Ability to quickly learn and adapt to changes in processes and systems.
• Strong customer experience and relationship management skills.
• Excellent phone and email etiquette.
• Must be willing to be stationed at either Migori or Bomet. 
• Bachelor or Diploma in Business, Marketing, Finance, or a related field.

Feel Good

• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after one year based on performance.
• Support from a professional international team.
• Opportunity for personal development

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