Complaint Handling & Customer Support – MOGO Auto Limited (Kisumu, Kenya)
Company Background:
MOGO Auto Limited, part of Eleving Group, is an international fintech company expanding access to finance in Kenya since 2019. We provide financing for cars, motorcycles, tuk-tuks, electric motorcycles, and logbook loans. With over 100,000 vehicles financed and 50,000+ satisfied customers, we are committed to upward social mobility through innovative and sustainable financial solutions.
What You Will Do:
1. Complaint Handling:
- Serve as the primary point of contact for escalated complaints.
- Log, track, and monitor complaints in ERP systems.
- Liaise with departments like Debt Collection and Logbook to resolve issues.
- Provide timely feedback and ensure compliance with policies.
- Respond to client inquiries via email, WhatsApp, and other platforms.
2. Request Management:
- Process account updates, service changes, and product inquiries.
- Verify information accuracy and ensure documentation.
- Follow up to ensure requests are resolved promptly.
3. Administrative Support:
- Maintain accurate ERP records of complaints and requests.
- Assist in drafting email templates, updates, and response guides.
4. Customer Engagement & Retention:
- Collaborate with teams to improve the customer journey.
- Identify opportunities to enhance customer experience.
- Suggest proactive solutions to prevent recurring issues.
5. Process Improvement:
- Contribute to SOP development for complaint handling.
- Work with departments to streamline workflows.
What You Will Need:
- Diploma/Degree in Business Administration or related field.
- Strong communication, interpersonal, and problem-solving skills.
- Analytical mindset and excellent computer skills.
- Ability to adapt quickly and work independently.
- Fluency in English and Swahili.
Location: Kisumu, Kenya
How to Apply: Send your application via this application link. Only shortlisted candidates will be contacted.
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