Customer Care Specialist - Tororo

DUTIES AND RESPONSIBILITIES 

1. Identify, assess, and address customers’ needs promptly to ensure high levels of satisfaction and retention.  
2. Collaborate with the Sales team and other Customer Care Agents to resolve customer inquiries, complaints, or escalations efficiently.  
3. Process customer loan applications accurately, ensuring quick and compliant loan disbursements in line with company policies.  
4. Provide clear and professional explanations of Mogo’s finance products, loan terms, and processes to customers, tailoring communication to their needs.  
5. Maintain accurate and up-to-date records of customer interactions, queries, and loan applications in the company’s ERP system.  
6. Follow up with customers to ensure resolution of issues and provide ongoing support to enhance their experience.  
7. Build and maintain strong customer relationships to foster trust, loyalty, and repeat business.  
8. Identify opportunities to upsell or cross-sell Mogo products during customer interactions, in coordination with the Sales team.  
9. Adhere to company policies, procedures, and regulatory requirements, maintaining a high level of confidentiality and professionalism.  
10. Provide feedback on customer trends, challenges, and needs to improve service delivery and product offerings.  
11. Undertake any other tasks assigned by the Customer Care Manager.
12. Work with Boda Boda Sales team and Customer Care Agents to resolve customer queries
13. Processing customer loan applications and ensuring quick loan disbursements.

Key Performance Indicators.

1. Sales (Boda/Boda logbook) target achievement
2. Turn Around Time target achievement
3. Team Coaching and Reviews target achievement
4. Mogo Values Target Achievement.

• An equivalent of a Diploma or bachelor's degree in any related Field
• Communication Skills
• Interpersonal Skills

• Salary
• Bonus based on performance