Customer Care Representative
KOKO Networks is a venture-backed technology company currently operating in Kenya and India. Our mission is to imagine and deliver technology that transforms life in the world’s fastest growing cities. We build and deploy cloud-connected “KOKO Points” inside local retail outlets, which provide mass market consumer goods in partnership with major suppliers. Our first solution is liquid ethanol cooking fuel, which offers significant cost savings and quality of life improvements in the multi-billion dollar urban cooking market.
In Kenya, this solution is delivered in partnership with Vivo Energy, the operator of Shell-branded fuel infrastructure across Africa. KOKO offers a fast-paced and highly collaborative work environment with significant opportunities for professional growth. We are looking for people who share our passion for technology and our vision for global impact.Your
Role
As Customer Care 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 current and prospective KOKO customers and agents
- Place
outbound phone calls to current customers to solicit feedback, provide
support and drive KOKO Fuel consumption
- Conduct
in-person field visits to current customer to deliver the highest quality
of support
- 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
Qualifications
- 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 (Zen Desk, Fresh Service, Queue Metrics)
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
How to Apply
KOKO Networks does not charge any fees to
candidates who apply for jobs, at any stage of the application process. We do
not require statutory documentation until you have accepted an offer from KOKO.
We do not charge fees to process statutory documentation. If you receive a
request for payment to apply for a job at KOKO, it is likely fraudulent. Please
email hr@kokonetworks.com if you have any questions.
KOKO is committed to gender and racial diversity
in the workplace. We encourage candidates of all backgrounds to apply!