Customer Experience Associate at MoPhones

We are looking for a Customer Experience Associate to support customers from registration to loan completion, ensuring timely assistance, clear communication, and a consistently high-quality service experience. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on handling customer queries, managing tickets, documenting feedback, and building trusting, long-term customer relationships.

• First 3 months focus
• In the first 90 days, you will learn MoPhones’ products, financing processes, and customer support tools while delivering responsive, accurate support across phone, messaging, and digital channels.

Key focus areas in the first three months:

• Handle incoming customer queries on registration, devices, financing, and repayments within defined SLAs.
• Set up and manage customer accounts in our CRM, ensuring accurate, up-to-date records of every interaction.
• Support customers with basic troubleshooting, process explanations, and escalation of complex issues to the right internal stakeholders.
• Beyond 3 months focus:
• Beyond the first three months, the Customer Experience Associate will focus on improving service quality, reducing repeated contacts, and translating customer feedback into product and process improvements.
• Focus areas after month three may include:
• Proactively follow up on open issues and tickets to ensure full resolution and high customer satisfaction.
• Analyse customer feedback and interaction trends to recommend changes that reduce friction and improve customer journeys.
• Collaborate with credit and sales teams to ensure customers receive consistent, clear communication and support across all touchpoints.

Success Metrics (KPIs)

• The Customer Experience Associate will be measured against these success metrics:
• 10% improved buckets across DPDs (reduction in negative roll rates)
• FCR; team achieves a <4 minutes first contact response time for at least 85% customers, with 95% tickets resolved within 1 hour (except technical support tickets)
• FCR: achieve a < 4-minute first contact response time for at least 85% customers, with 95% tickets resolved within 1 hour (except technical support tickets)
• Post-service CSAT(Quality)>80% of customers satisfied with the quality of service provided
• NPS Call Backs; 100% Attempt Rate in 7 days, 90 Reach Rate in 7 days

What we are looking for

• 2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations, ideally in fintech, telco, or digital products.
• Strong communication skills (spoken and written), with the ability to explain processes simply and build trust with customers.
• Proven experience handling complaints, resolving issues, and staying calm and solution-oriented under pressure.
• Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and comfort working with performance dashboards.
• High ownership and follow-through; you reliably close loops and keep customers informed.
• Ability to manage multiple conversations and priorities at the same time without dropping quality.
• Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.