Moko Home + Living is a
growing company bursting with innovation, creativity and passion. Our
customers dream of a better night’s sleep, a welcoming place to host their
guests, a fun and safe place for their children to play. But they tell us
this isn’t easy – they have to settle for low-quality furnishings or break the
bank. Join us in building the products, the brand and the network to put
quality living within everyone’s reach. Here’s what our team has
accomplished in the few years since our founding:
Reached over 100,000
Kenyan homes with our products · Attracted global investment to continue
fuelling our growth and vision
Supported the growth of
over 200 small furniture businesses across the country · Grown from a start-up
to mid-sized company
The Role In Brief
The ideal Customer
Experience Officer is a detail-oriented person who has a passion for engaging
customers and telling the Moko story. They care about giving the customer the
best experience, putting a smile on their face and sparks in their eyes and
creating a deep and lasting connection. They are self-motivated and keen to
learn on the job. They enjoy taking on a variety of tasks from running customer
care programs to running market research surveys. They like to find solutions
to problems and think of ideas to improve the customer’s experience and they
strive to achieve the best possible outcome.
Responsibilities
Customer care and support
- Make
outbound calls to customer to arrange home deliveries
- Coordinate
with the delivery team to manage home deliveries to customers
- Ensure
that payments are collected and logged in our system
- Assist
customers in case of queries such as replacement of the product or
assistance with product guarantee
- Maintain
a positive, empathetic and professional attitude toward customers at all
times
- Maintain
communication with customers through various channels i.e. WhatsApp, Phone
calls, Messages
- Communicating
and coordinating with colleagues as necessary
Lead Nurturing
- Follow
up on leads to nurture positive relationships with them and help them
place leads
- Keep
an up to date record of leads and customers generated from activation
events and keep a record of customer transactions, interactions, comments
and complaints.
- Propose
new ideas about ways to engage our customers online and offline with our
brand and suggest improvements about customer engagement system.
Qualifications
- Strong
interpersonal skills and outgoing personality
- A
proficient communicator in both verbal and written communication, in
English and Kiswahili
- Outstanding
problem-solving skills to assist customers in their sales journey
- Detail
oriented person with the ability to seamlessly plan, coordinate and
execute projects
- Ability
to analyse data and proactively identify and address issues with customer
accounts
- An
initiative taker who enjoys working independently once you receive clear
directions from the manager
- Proficient
with Microsoft Word and Excel
- Proficient
with customer relations management systems
- Eager
to join a young, quickly growing organization and team
How To Apply
Visit moko.co.ke/careers to
apply online
