0111465659 admin@hrmd.co.ke

Customer Care Agent – (Chat) at MOGO Kenya

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Job role insights

  • Date posted

    September 2, 2025

  • Closing date

    September 16, 2025

  • Hiring location

    Nairobi, Kenya

  • Qualification

    Bachelor Degree Diploma

Description

Customer Care Agent - (Chat)
  • Full-time
  • Customer Care
  • Kenya
  • Last day to apply: 16/09/2025
About us:

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. 

What you will do:

Key Responsibilities:

1. Customer Support

• Respond promptly to customer inquiries on WhatsApp, Messenger, and Email within agreed SLAs.

• Provide accurate information on products, services, loan accounts, and company policies.

• Handle complaints with empathy and escalate unresolved issues to the Customer Care Manager or relevant departments.

• Follow up with customers to ensure timely resolution and closure of cases.

• Educate customers on self-service options and available digital platforms.

2. Complaint & Request Management

• Log, categorize, and track customer interactions, complaints, and requests in the ERP/CRM system.

• Ensure proper documentation and verification of customer information.

• Monitor open tickets and proactively follow up until resolution.

• Maintain compliance with company procedures and regulatory requirements.

3. Administrative Support

• Maintain accurate digital records of all customer chats and emails.

• Draft professional responses using approved templates, ensuring clarity and empathy.

• Assist the Customer Care Manager in preparing chat/email performance reports (response times, resolution rates, peak times).

4. Customer Engagement & Retention

• Create a positive customer experience by offering polite, empathetic, and solution-driven support.

• Collect and share feedback from customers to improve service delivery.

• Build strong rapport with customers to increase trust and retention.

5. Process & Quality Improvement

• Adhere to Quality Assurance (QA) standards in tone, accuracy, and professionalism.

• Suggest improvements to FAQs, scripts, and templates to enhance chat/email efficiency.

• Participate in training sessions, team huddles, and performance reviews led by the Customer Care Manager.

6.Key Performance Indicators (KPIs):

  • Average Response Time (ART) on WhatsApp, Messenger & Email.
  • First Contact Resolution (FCR) rate.
  • Customer Satisfaction (CSAT) scores.
  • Chat/Email closure rate within SLA.
  • Quality Assurance (QA) scores.
  • Typing speed and response efficiency (minimum 35–40 for typing speed).
What you will need:
  • Diploma/Degree in Business, Communication, Customer Service, or related field.
  • At least 1 year of customer service experience (digital chat/email preferred).
  • Excellent written communication, typing accuracy, and speed (minimum 35–40).
  • Ability to multitask and manage multiple chats/emails simultaneously without compromising quality.
  • Strong problem-solving and conflict-resolution skills.
  • Proficiency in CRM/ERP systems and digital messaging platforms.
  • High attention to detail, with the ability to work quickly under pressure.
  • Fluency in English and Kiswahili (both written and spoken).
With us you will:

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/77ec71b8-1b30-4d20-911d-3e50d08143e7

Interested in this job?

14 days left to apply

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