Customer Care Representative – Calls
We are looking for a Customer Care Representative – Calls to join our Customer Care Mobility Department; as we scale up and drive digital and financial inclusion across our markets.
As our Customer Care Representative – Calls, you will provide exceptional customer support across multiple channels including calls and tickets, resolve inquiries, and gather valuable feedback through surveys. You’ll handle everything from routine support to emergency situations, ensuring a positive customer experience while contributing to company growth.
About Us
- In this vital customer-facing role, you’ll manage Mobility inbound and outbound calls in a timely manner while following communication scripts for different topics. You’ll identify customer needs, clarify information, and provide solutions while seizing opportunities to upsell products when appropriate.
- Your responsibilities extend to working on customer tickets for both escalated and created tasks, keeping comprehensive records in our call center database. You’ll handle emergency issues related to road traffic accidents, evacuations, and rescues, while supporting customers through thermal incidents and issues related to driving training, logbooks, and number plates.
- You’ll assist customers in after-sale services through surveys and follow-ups, support the customer home electrical audit process, and follow up with third parties for customer support regarding repairs, accidents, and insurance. Your role includes meeting personal and team qualitative and quantitative targets while identifying and escalating priority issues to management, plus proposing new ideas from customer feedback to improve processes.
- 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 Team Leader.
Expertise
- We need someone with previous experience in a customer support role and strong phone and verbal communication skills along with active listening abilities. You should demonstrate customer focus and adaptability to different personality types while possessing the ability to multi-task, set priorities, and manage time effectively.
- Critical skills include the ability to track your own work daily and compare to benchmarks plus the ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content. We value professionals who can maintain composure in challenging situations while delivering exceptional service consistently.