Customer Care Team Lead ( Inbound)
2025-11-13T09:24:40+00:00
Mogo Kenya Ltd
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_4743/logo/Mogo%20Kenya%20Ltd.png
https://www.mogo.co.ke/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Financial Services
Customer Service, Hospitality
2025-11-20T17:00:00+00:00
Kenya
8
MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility.
Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.
Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark.
Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months. Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee.
MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal.
Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya.
Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process.
What you will do:
Job Purpose
To lead and manage the inbound Customer Care team, ensuring excellent service delivery, efficient issue resolution, and achievement of key performance indicators (KPIs). The role involves supervising daily operations, coaching team members, monitoring performance, and driving initiatives to enhance the overall customer experience.
Team Management Supervise, mentor, and support a team of inbound Customer Care Agents. Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours. Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion. Performance Monitoring Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, lead generation, CAT coding, and loan issuances). Provide regular feedback and conduct performance reviews for team members. Develop performance improvement plans for underperforming staff and recognize high achievers. Customer Experience Enhancement Monitor and assess customer calls to ensure adherence to quality standards and company policies. Ensure timely and proper resolution of customer issues. Identify trends in customer concerns and recommend process improvements to enhance satisfaction. Training & Development Train new team members and provide ongoing coaching to enhance skills and product knowledge. Keep the team informed of company updates and process changes to maintain effective information flow. Operational Efficiency Develop and implement strategies to improve efficiency and reduce customer wait times. Monitor and manage workflows, ensuring all customer interactions are handled promptly and effectively. Utilize ERP and Redash systems to track team activities and generate data-driven insights for decision-making. Reporting Prepare daily, weekly, and monthly reports on team performance and customer feedback. Provide insights and actionable recommendations to management based on analysis of operational data.
Excellent communication and collaboration skills. High level of loyalty, professionalism, and integrity
At least 2 years of experience as a Customer Care Agent. Degree or Diploma in Public Relations or a Business-related field. Fluency in both English and Swahili.
JOB-6915a3d868a5f
Vacancy title:
Customer Care Team Lead ( Inbound)
[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service, Hospitality]
Jobs at:
Mogo Kenya Ltd
Deadline of this Job:
Thursday, November 20 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, November 13 2025, Base Salary: Not Disclosed
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JOB DETAILS:
MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility.
Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.
Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark.
Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months. Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee.
MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal.
Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya.
Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process.
What you will do:
Job Purpose
To lead and manage the inbound Customer Care team, ensuring excellent service delivery, efficient issue resolution, and achievement of key performance indicators (KPIs). The role involves supervising daily operations, coaching team members, monitoring performance, and driving initiatives to enhance the overall customer experience.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
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