Representative, Customer Care
2025-07-11T08:56:32+00:00
Koko Networks
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8350/logo/koko.png
https://kokonetworks.com/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Nonprofit, and NGO
Customer Service
2025-07-26T17:00:00+00:00
Kenya
8
Representative, Customer Care at Koko Networks
What You Will Do
Inbound & Outbound Customer Support
- Answer incoming calls from customers and agents, addressing their questions and concerns.
- Place outbound calls to collect feedback, provide support, and drive fuel consumption.
Customer Relationship Management
- Communicate openly and honestly with customers to build and maintain strong relationships.
Field Customer Support
- Conduct in-person visits to customers when necessary, providing hands-on assistance and resolving issues.
Issue Resolution & Escalation
- Identify recurring customer issues, resolve them efficiently, and escalate when needed.
Process Adherence & Reporting
- Follow KOKO Care processes and report customer feedback and trends to management.
What You Will Bring
- Bachelor's degree or diploma. Strong understanding of customer service principles and call center operations.
- Additional certifications in Customer Service Excellence, Call Center Operations, or CRM Systems are an advantage.
- 2+ years of experience in a call center or customer-facing role.
- Proficiency in Gmail and Google Suite (Docs, Sheets, Slides).
- Familiarity with CRM tools such as Zendesk, FreshService, QueueMetrics.
- Strong problem-solving skills and customer orientation.
- Basic problem-solving skills and a willingness to assist customers with their inquiries and concerns.
- Strong communication and interpersonal skills.
- Demonstrated ability to work with cross-functional teams to enhance customer service operations.
- Fluency in English and Kiswahili.
Inbound & Outbound Customer Support Answer incoming calls from customers and agents, addressing their questions and concerns. Place outbound calls to collect feedback, provide support, and drive fuel consumption. Customer Relationship Management Communicate openly and honestly with customers to build and maintain strong relationships. Field Customer Support Conduct in-person visits to customers when necessary, providing hands-on assistance and resolving issues. Issue Resolution & Escalation Identify recurring customer issues, resolve them efficiently, and escalate when needed. Process Adherence & Reporting Follow KOKO Care processes and report customer feedback and trends to management.
Bachelor's degree or diploma. Strong understanding of customer service principles and call center operations. Additional certifications in Customer Service Excellence, Call Center Operations, or CRM Systems are an advantage. 2+ years of experience in a call center or customer-facing role. Proficiency in Gmail and Google Suite (Docs, Sheets, Slides). Familiarity with CRM tools such as Zendesk, FreshService, QueueMetrics. Strong problem-solving skills and customer orientation. Basic problem-solving skills and a willingness to assist customers with their inquiries and concerns. Strong communication and interpersonal skills. Demonstrated ability to work with cross-functional teams to enhance customer service operations. Fluency in English and Kiswahili.
JOB-6870d1c0c60eb
Vacancy title:
Representative, Customer Care
[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Customer Service]
Jobs at:
Koko Networks
Deadline of this Job:
Saturday, July 26 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Friday, July 11 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Representative, Customer Care at Koko Networks
What You Will Do
Inbound & Outbound Customer Support
- Answer incoming calls from customers and agents, addressing their questions and concerns.
- Place outbound calls to collect feedback, provide support, and drive fuel consumption.
Customer Relationship Management
- Communicate openly and honestly with customers to build and maintain strong relationships.
Field Customer Support
- Conduct in-person visits to customers when necessary, providing hands-on assistance and resolving issues.
Issue Resolution & Escalation
- Identify recurring customer issues, resolve them efficiently, and escalate when needed.
Process Adherence & Reporting
- Follow KOKO Care processes and report customer feedback and trends to management.
What You Will Bring
- Bachelor's degree or diploma. Strong understanding of customer service principles and call center operations.
- Additional certifications in Customer Service Excellence, Call Center Operations, or CRM Systems are an advantage.
- 2+ years of experience in a call center or customer-facing role.
- Proficiency in Gmail and Google Suite (Docs, Sheets, Slides).
- Familiarity with CRM tools such as Zendesk, FreshService, QueueMetrics.
- Strong problem-solving skills and customer orientation.
- Basic problem-solving skills and a willingness to assist customers with their inquiries and concerns.
- Strong communication and interpersonal skills.
- Demonstrated ability to work with cross-functional teams to enhance customer service operations.
- Fluency in English and Kiswahili.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Click Here to Apply
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