As Customer Care Representative, you will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will answer questions about KOKO, address complaints, resolve issues, and drive customer satisfaction and retention.
Answer inbound phone calls from current and prospective KOKO customers and agents
Place outbound phone calls to current customers to solicit feedback, provide support, and drive KOKO Fuel consumption
Conduct in-person field visits to current customers to deliver the highest quality of support. Conducting-person field visits that will include imparting customer education and cooker troubleshooting & repairs.
Address customer questions and concerns to ensure satisfactory issue resolution
Give voice to KOKO customers by understanding and reporting recurring questions and issues
Communicate openly and honestly with KOKO customers
Build, manage, and maintain strong, positive customer relationships
Follow existing KOKO Customer Care processes and escalate customer queries and issues to management, as appropriate
1+ year of work experience, preferably in a customer service roles
Strong phone contact handling and active listening skills
Empathetic customer orientation and ability to adapt and respond to challenging situations
Excellent written and oral communication skills
Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
Familiarity with customer management systems (Zendesk, Fresh Service, Queue Metrics) preferred
Ability to multitask, prioritize, and manage time effectively.
Results orientation and comfort in a performance-driven work environment
Positive, upbeat attitude ready to support KOKO’s customers and agents
Proficiency in English and Swahili