Call Centre Representative at Koko Networks

As a Call Center 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 KOKO customers, agents, and all prospects.
• Place outbound phone calls to KOKO customers, agents, and prospects to solicit feedback and provide support to drive KOKO fuel consumption.
• Maintain a high level of professionalism with customers, agents, prospects while working to establish a positive rapport with every caller.
• 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

• A degree in business or any related field.
• 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, FreshService, QueueMetrics) 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