Job Opportunities at KOKO Networks

Your Role

As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service  and ensure customer satisfaction.

What You Will Do

• Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
• Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
• Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
• Ensure team members obtain the appropriate training and support
• 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
• Resolve escalated customer queries and further escalate issues to senior management, as appropriate

What You Will Bring to KOKO

• 3+ years of work experience, including prior experience in a call center
• 1+ year of management experience
• 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

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We are looking for people who share our passion for technology and our vision for global impact.

Your Role

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.

What You Will Do

• 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 customer to deliver the highest quality of support
• 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

What You Will Bring to KOKO

• 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