Customer Care Representative – Activations

We are looking for a Customer Care Representative – Activations to join our Customer Care Department; as we scale up and drive digital and financial inclusion across our markets.

As our Customer Care Representative – Activations, you will provide exceptional customer onboarding support across multiple channels including tickets, calls, and chats. You will guide new customers through their onboarding journey, ensuring all required documents and information are correctly captured, verified, and activated in our systems while delivering a smooth customer experience that enables them to successfully begin using our products and services.

About Us

In this pivotal role, you will be at the forefront of our customer experience, screening and allocating new customers to ensure they meet our onboarding requirements while verifying documents and customer details shared by our sales teams. You will guide customers step-by-step through the activation process, ensuring proper compliance with our scripts, processes, and guidelines. Your attention to detail will be crucial as you update customer records accurately on relevant platforms and upload customer data to telematics systems.

You willl play a key role in capturing customer details and issuing insurance certificates while providing clear communication and education during the activation stage. When challenges arise, you’ll escalate incomplete, suspicious, or non-compliant sales and collaborate effectively with other teams to resolve onboarding issues. Your contribution to tracking onboarding progress ensures customers are activated within set timelines, and your feedback helps us continuously optimize our onboarding processes to better serve our customers.

This is an on-site role, you would be working from our offices in Nairobi, partnering with a diverse group of employees. You will be reporting to the Customer Care Team Leader.

Expertise

• We are looking for someone with a Diploma in Customer Service or related field and proven experience in onboarding and customer service.
• You should have strong attention to detail and accuracy in data entry, coupled with excellent written and verbal communication skills