Customer Service (Agent Network) at Fieldforce Solutions Limited

Salary: Kshs 40,000 – 60,000 per month

Job Level: Beginner & Intermediate

We are seeking two customer-focused and proactive Customer Service (Agent Network) Representatives to support our growing agent network.

Job Summary

• The Customer Service (Agent Network) Representative will serve as a key point of contact for agents, assisting them with account-related matters, product information, transactions, operational issues and general agency support. The role will also involve supporting agent onboarding and activation, following up on agent performance, resolving issues and working closely with the Sales, Operations, Finance and Customer Support teams to ensure efficient agency business execution.

Key Responsibilities

• Provide timely and professional support to agents through telephone, WhatsApp and other approved communication channels.
• Assist agents with account registration, activation, verification and general account-related queries.
• Guide agents on products, services, systems, promotions and operating procedures.
• Assist agents with transaction-related queries, including deposits, withdrawals, payments and other operational issues.
• Identify and resolve routine agent problems and escalate complex issues to the appropriate department.
• Support the onboarding and activation of new agents by providing the necessary information, guidance and follow-up.
• Follow up with newly onboarded agents to encourage activation and continued business activity.
• Monitor agent activity and identify inactive or underperforming agents for follow-up.
• Support the implementation of agent acquisition, retention and engagement campaigns.
• Communicate approved promotions, incentives and campaign information to agents.
• Maintain accurate records of agent interactions, issues, resolutions and follow-up activities.
• Work closely with the Agent Network, Sales, Marketing, Finance and Operations teams to resolve agent issues efficiently.
• Collect feedback from agents regarding products, services, market conditions and operational challenges.
• Identify recurring agent challenges and provide recommendations for improving service delivery and agency operations.
• Assist with agency business execution and achievement of agent-network performance targets.
• Ensure all interactions and activities comply with company policies, procedures and applicable regulatory requirements.
• Maintain confidentiality of agent and customer information.

Qualifications & Requirements

• Diploma or degree in Business Administration, Marketing, Sales, Communications, Customer Service or a related field is preferred.
• Minimum of 1–2 years' experience in customer service, sales support, account management, agency operations or a related role.
• Experience in the betting/gaming, telecommunications, fintech, mobile-money or other agent-based business will be a strong advantage.
• Excellent verbal and written communication skills in English and Kiswahili.
• Strong customer-service and relationship-management skills.
• Good understanding of sales and agent-network operations.
• Ability to communicate effectively with agents from different backgrounds and locations.
• Strong problem-solving and conflict-resolution skills.
• Good computer skills and ability to work with CRM, agent-management or other business systems.
• Good numerical and analytical skills.
• Ability to multitask and manage a high volume of agent queries.
• Target-oriented, proactive and self-motivated.
• Strong attention to detail and accurate record keeping.
• Ability to work independently and as part of a team.
• Willingness to work flexible hours, including weekends and public holidays, where required.