Customer Success Admin at MOGO Kenya

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. 

1. Complaint Handling:

• Serve as the primary point of contact for escalated customer complaints.
• Log, track, and monitor the progress of complaints using ERP systems.
• Liaise with internal departments (e.g., Debt collection and logbook department) to investigate and resolve complaints effectively.
• Provide timely feedback to customers, keeping them informed throughout the resolution process.
• Ensure all complaints are resolved in compliance with company policies and service standards.
• Ensure to respond to clients inquiries on email, WhatsApp and other platforms

2. Request Management:

• Process and coordinate customer requests related to account updates, service changes, and product inquiries.
• Verify the accuracy of customer information and ensure proper documentation for each request.
• Follow up with relevant teams to ensure requests are addressed promptly and satisfactorily.

3. Administrative Support:

• Maintain accurate and updated records of complaints and requests in the ERP system.
• Assist in drafting customer-facing documents such as email templates, service updates, statements and response guides.

4. Customer Engagement and Retention:

• Work closely with the customer care team, branches and the overall company to improve the overall customer journey.
• Identify opportunities to enhance the customer experience based on feedback from complaints and requests.
• Proactively suggest solutions or recommendations to prevent recurring issues.

5. Process Improvement:

• Contribute to the development of standard operating procedures (SOPs) for complaint resolution and request handling.
• Collaborate with other departments to improve internal workflows and enhance service delivery.

• Diploma/Degree in Business Administration, or related field.
• Strong desire to learn along with professional drive.
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Excellent computer skills.
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.

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

Apply

https://talent.sage.hr/jobs/87e7a06a-8211-472b-afb5-f2361e9590d9