Moko Home + Living is bringing modern furniture designs and world-class customer service to every Kenyan family. Our customers dream of a welcoming place to sleep, relax, and host their guests, but they tell us this isn’t easy – they either have to break the bank or settle for low-quality furniture. Join us in building the products, the brand, and the operations, to put quality, affordable living within everyone’s reach. Since our founding, we have reached over 100,000 Kenyan homes with our products, attracted global investment, and grown from a start-up to a growth-stage company with 250+ employees
WHAT YOU’LL DO
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
- Receive all inbound calls and
offer support to customers questions and queries
- Coordinate with the
“Dreamliner” delivery team to arrange 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
Moko Care
- Manage the Moko care program by
giving customers a remarkable experience worth talking about
- Reach out to customers and
leads to create deep and lasting relationships
- Source for gift items and
coordinate delivery and other logistics of the Moko Care program
- Work with suppliers and service
providers to ensure customers and leads receive gifts
- Meet the monthly customer reach
target
- Acknowledging and resolving
customer complaints
- Ensure customer satisfaction
- Provide feedback to enable us
to learn and improve the Moko Care program
- Using customer insight propose
new ideas on how to improve the Moko Care program
Lead Nurturing
- Follow up on leads to
coordinate when orders can be placed and delivered
- Keep an up to date record of
leads and customers generated from online conversations and manage the
inbound customer system by keeping 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.
- Meet sales targets and call
handling quotas
Support Market Research
- Collect testimonials from
customers and provide any insightful feedback to management to develop our
products and our brand
- Conduct market research and
customers’ insights collections (both online and offline) through surveys
or 1:1 interviews
- Summarize data collected from
market research and offer recommendations
Qualifications
- A
preference for 1-2 years’ experience in a role with customer relations
responsibilities
- Extremely
strong interpersonal skills and outgoing personality
- An
enthusiastic individual with outstanding problem solving skills to assist
customers in their purchase and after sales journey
- Detail
oriented person with the ability to seamlessly plan, coordinate and
execute projects
- Ability
to analyze 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
