Customer Care Agent Intern

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ABOUT THE COMPANY

MOGO Kenya is part of Eleving Group, which is an international fast-growing financial technology company, operating in 14 countries in 3 continents. MOGO Kenya provides car financing for used cars, logbook loans and boda-boda loans. We believe each one of us has a business-owner mindset, and we learn and grow fast as individuals and as a company – within 2 years from opening in Kenya, we expanded to almost all Kenya regions and we keep growing, and now we have a talented team of 700 professionals. Our team is diverse; we are inclusive, accepting, and respectful towards each other. Our diversity gives an opportunity to learn from one another and grow together as a strong team. Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

JOB SUMMARY

Education: Diploma or equivalent; a college degree in Business Administration, or related field 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 

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. Problem Resolution: Identify and assess customers' needs to achieve satisfaction. Troubleshoot and resolve customer issues accurately and efficiently. 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. 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. Sales. Respond to all sales inquiries and generate applications from the inquiries. 

REQUIRED SKILLS

Conflict and complaint resolution, Customer service, Answering telephones and call management, Customer support, CRM systems

REQUIRED EDUCATION

Diploma, Associate's degree

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