We are looking for a Customer Care Representative – Payments and Chats to join our Mobility Customer Care Department as we scale up and drive digital and financial inclusion across our markets.
As our Customer Care Representative – Payments and Chats, you will provide exceptional customer support through WhatsApp and other non-voice channels while managing and optimizing payment processes. You’ll deliver prompt assistance, maintain accurate data updates, ensure compliance with company policies, and contribute to our positive brand image through professional digital communication.
About Us
- In this multifaceted role, you will engage with customers through WhatsApp and other non-voice platforms, responding to inquiries, complaints, and requests with professionalism and efficiency. You’ll update and maintain accurate customer data across multiple platforms while monitoring chats and escalating critical issues when necessary.
- Your expertise will be essential in managing payment tasks on Freshdesk with 90% SLA delivery while performing reversals on payments over 24 hours in the queue. You’ll upload M-PESA files for payment approvals by 4PM daily and resolve escalations directed to payments support via email. As the point of contact for Customer Care teams on payment-related issues, you’ll ensure swift refund processes and monitor payment systems for proper functionality.
- You’ll ensure brand tone and voice consistency in all written communications while collaborating with internal teams to meet service standards. Your role includes ensuring monthly statements and reconciliations are completed and shared with Finance on time, plus suggesting improvements to enhance channel performance and response efficiency.
- 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 are looking for someone with a Diploma in Customer Service or related field and previous experience in customer support or social media engagement. You must have excellent written communication with strong grammar and spelling plus proficiency in WhatsApp Business and related tools.
- Essential skills include fast typing abilities and capacity to handle multiple chats simultaneously, coupled with strong attention to detail and accuracy in data entry. Your ability to resolve complaints with professionalism and empathy will be crucial, along with flexibility and adaptability to new tools, processes, and evolving customer needs.