Customer Support Representative – MOGO Auto Limited (Kenya)
About Us:
MOGO Auto Limited, part of Eleving Group, is an international fintech company expanding access to finance in Kenya since 2019. We provide car, motorcycle, tuk-tuk, electric motorcycle financing, 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.
Key Responsibilities:
- Respond to customer inquiries via WhatsApp, Messenger, and Email within SLAs.
- Provide accurate information on products, services, and accounts.
- Log and track customer interactions in ERP/CRM systems.
- Maintain accurate digital records and draft professional responses.
- Assist in preparing performance reports and monitoring SLA compliance.
- Engage with customers to build rapport, retention, and satisfaction.
- Adhere to QA standards and suggest process improvements.
Qualifications:
- Diploma/Degree in Business, Communication, Customer Service, or related field.
- At least 1 year of customer service experience (digital chat/email preferred).
- Typing speed of 35–40 wpm, multitasking ability, and attention to detail.
- Fluency in English and Kiswahili (written & spoken).
- Experience with CRM/ERP systems and messaging platforms.
KPIs:
- Average Response Time (ART)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Closure rate within SLA
- QA scores
How to Apply: Send your application via this application link. Only shortlisted candidates will be contacted.
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