Customer Care Agent at MOGO Auto Limited

Company Background:

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility.

Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing. 

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark. 

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months. Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee. 

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal. 

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya. 

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process. 

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.

o  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.

o  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.

o  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

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https://talent.sage.hr/jobs/bb702236-8955-4f3c-b45d-e3a4fe82e8d0