Call Centre Representative at Koko Networks

As Customer Care 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 current and prospective KOKO customers and agents
• Place outbound phone calls to current customers to solicit feedback, provide support, and drive KOKO Fuel consumption
• Conduct in-person field visits to current customers to deliver the highest quality of support. Conducting-person field visits that will include imparting customer education and cooker troubleshooting & repairs.
• 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

• 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, Fresh Service, Queue Metrics) 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