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Job Description

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.

Responsibilities

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

Requirements

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

How To Apply

Interested and qualified candidates should apply through Koko Network's career portal via the link https://jobs.lever.co/kokonetworks

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