KOKO Networks Customer Support Representative Jobs in Kenya

KOKO Networks Customer Support Representative Jobs in Kenya



KOKO Networks is a venture-backed technology company operating in East Africa and India. We build and deploy cloud-connected "KOKOpoints" inside local retail outlets, which serve as consumer access points for goods and services delivered in partnership with major suppliers.

Our first consumer solution is liquid ethanol cooking fuel, which delivers 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 company which owns and operates Shell-branded fuels distribution infrastructure across Africa.


As Customer Support Representative, you will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will work as a member of our Customer Support in our KOKO Call Centre to answer questions about KOKO, address complaints, and drive customer retention.


Responsibilities


  • Answer inbound phone calls from current and prospective KOKO customers and agents
  • Place outbound phone calls to current customers to solicit feedback and drive KOKO Fuel consumption
  • 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
  • Escalate customer queries and issues to management, as appropriate


    Requirements


  • 2+ years of work experience, preferably in customer support 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 (CRM, ZenDesk, QueueMetrics) preferred
  • Ability to multi-task, prioritize, and manage time effectively.
  • Results orientation and comfort in a performance-driven work environment


    How to Apply


    Interested and qualified candidates should apply online by 13th August, 2019


    For more information and job application details, see; KOKO Networks Customer Support Representative Jobs in Kenya


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