Job Vacancies at Mogo Finance

Key Responsibilities:

• Customer Support
• Respond promptly to customer inquiries on WhatsApp, Messenger, and Email within agreed SLAs.
• Provide accurate information on products, services, loan accounts, and company policies.
• Handle complaints with empathy and escalate unresolved issues to the Customer Care Manager or relevant departments.
• Follow up with customers to ensure timely resolution and closure of cases.
• Educate customers on self-service options and available digital platforms.
• Complaint & Request Management
• Log, categorize, and track customer interactions, complaints, and requests in the ERP/CRM system.
• Ensure proper documentation and verification of customer information.
• Monitor open tickets and proactively follow up until resolution.
• Maintain compliance with company procedures and regulatory requirements.
• Administrative Support
• Maintain accurate digital records of all customer chats and emails.
• Draft professional responses using approved templates, ensuring clarity and empathy.
• Assist the Customer Care Manager in preparing chat/email performance reports (response times, resolution rates, peak times).
• Customer Engagement & Retention
• Create a positive customer experience by offering polite, empathetic, and solution-driven support.
• Collect and share feedback from customers to improve service delivery.
• Build strong rapport with customers to increase trust and retention.
• Process & Quality Improvement
• Adhere to Quality Assurance (QA) standards in tone, accuracy, and professionalism.
• Suggest improvements to FAQs, scripts, and templates to enhance chat/email efficiency.
• Participate in training sessions, team huddles, and performance reviews led by the Customer Care Manager.

Key Performance Indicators (KPIs):

• Average Response Time (ART) on WhatsApp, Messenger & Email.
• First Contact Resolution (FCR) rate.
• Customer Satisfaction (CSAT) scores.
• Chat/Email closure rate within SLA.
• Quality Assurance (QA) scores.
• Typing speed and response efficiency (minimum 35–40 for typing speed).

What you will need:

• Diploma/Degree in Business, Communication, Customer Service, or related field.
• At least 1 year of customer service experience (digital chat/email preferred).
• Excellent written communication, typing accuracy, and speed (minimum 35–40).
• Ability to multitask and manage multiple chats/emails simultaneously without compromising quality.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in CRM/ERP systems and digital messaging platforms.
• High attention to detail, with the ability to work quickly under pressure.
• Fluency in English and Kiswahili (both written and spoken).

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What you will do:

Complaint Handling:

• Serve as the primary point of contact for escalated customer complaints.
• Log, track, and monitor the progress of complaints using ERP systems.
• Liaise with internal departments (e.g., Debt collection and logbook department) to investigate and resolve complaints effectively.
• Provide timely feedback to customers, keeping them informed throughout the resolution process.
• Ensure all complaints are resolved in compliance with company policies and service standards.
• Ensure to respond to clients inquiries on email, WhatsApp and other platforms

Request Management:

• Process and coordinate customer requests related to account updates, service changes, and product inquiries.
• Verify the accuracy of customer information and ensure proper documentation for each request.
• Follow up with relevant teams to ensure requests are addressed promptly and satisfactorily.

Administrative Support:

• Maintain accurate and updated records of complaints and requests in the ERP system.
• Assist in drafting customer-facing documents such as email templates, service updates, statements and response guides.

Customer Engagement and Retention:

• Work closely with the customer care team, branches and the overall company to improve the overall customer journey.
• Identify opportunities to enhance the customer experience based on feedback from complaints and requests.
• Proactively suggest solutions or recommendations to prevent recurring issues.

Process Improvement:

• Contribute to the development of standard operating procedures (SOPs) for complaint resolution and request handling.
• Collaborate with other departments to improve internal workflows and enhance service delivery.

What you will need:

• Diploma/Degree in Business Administration, or related field.
• Strong desire to learn along with professional drive.
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Excellent computer skills.
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.

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What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

go to method of application »

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

go to method of application »

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

go to method of application »

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity