Jobs at Koko Networks

Your Role:

As Trade Development Representative , you will be responsible for the relationship and performance management of KOKO Agents assigned to you.. You will drive the acquisition of customers through Joint Business Planning (JBP) with Agents and the execution of Trade Marketing initiatives. You will need to achieve targets related to growing our customer base.

What You Will Do:

• Oversee the performance and relationship management of KOKO Agents assigned to you.
• Drive customer acquisition through Joint Business Plans and Trade Marketing Initiatives with Agents.
• Conduct Agent training on KOKO hardware and software functionality and product benefits
• Ensure effective execution of all Agent Network Sales processes through the sales cycle to enable a positive Agent and customer experience.
• Liaise with different departments within the organization to ensure a great Agent experience.
• Engage collaboratively with in-house Agent and customer support teams
• Ensure Agent compliance with KOKO processes and procedures.
• Regularly visit the Agents to build and maintain a continuous relationship
• Daily & Weekly agreed reports on sales and journey plans
• Strive to improve Agents and customer satisfaction through excellent customer service
• Anticipate the needs of Agents and customers and address them accordingly
• Maintain quality standards as per set standards
• Gather market intelligence and customer feedback and share back to commercial leadership.

What You Will Bring to KOKO

• Bachelor's degree from an accredited university, preferably in a business-related area of study
• 3+ years experience in a similar position ideally from FMCG or Telco
• Commercial acumen
• Ability to work under pressure and with minimum supervision
• Comfort role modeling behaviors in line with KOKO culture, including leadership, professionalism, customer orientation, safety consciousness, and innovation
• Unquestionable Integrity
• Excellent communication/people skills
• Excellent planning and organization skills/multi tasking skills
• Relationship/trust building skills
• Excellent interpersonal and sales skills

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As a Call Center 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 KOKO customers, agents, and all prospects.
• Place outbound phone calls to KOKO customers, agents, and prospects to solicit feedback and provide support to drive KOKO fuel consumption.
• Maintain a high level of professionalism with customers, agents, prospects while working to establish a positive rapport with every caller.
• 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

• A degree in business or any related field.
• 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