The role of the Customer Care Agent at Mogo Finance involves being the primary point of contact for customers, managing inquiries and complaints across multiple channels (phone, email, live chat, and social media), resolving issues efficiently, and ensuring a positive customer experience. A key function of the role is also supporting application leads generation and meeting set performance targets (KPIs).
Key Responsibilities
Customer Interaction & Problem Resolution
- Respond promptly to customer inquiries via phone, email, live chat, and social media.
- Maintain a positive, empathetic, and professional attitude toward customers always.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Identify and assess customers' needs to achieve satisfaction.
- Troubleshoot and resolve customer issues accurately and efficiently.
- Take the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.
- Listen to the customer’s concerns, ask probing questions, and determine the best solution to meet their needs.
- Escalate unresolved issues to the appropriate departments or management.
Application Leads Generation & Target Achievement
- All inquiries received by the agent and the application details shared must be managed for lead generation.
- Meet set targets and Key Performance Indicators (KPIs) given, whether personal or team-based.
Relationship Building
- Build sustainable relationships and trust with customer accounts through open and interactive communication, ensuring customers feel valued and understood.
Product Knowledge
- Develop a deep understanding of the company’s products and services (car financing).
- Stay updated with product changes and enhancements to provide accurate information.
Documentation, Reporting, and Quality Assurance
- Document all customer interactions, inquiries, and complaints in the CRM system.
- Prepare and maintain detailed records of customer interactions and transactions.
- Provide accurate, valid, and complete information by using the right methods/tools, ensuring all information given to customers is correct and comprehensive.
- Provide feedback on the efficiency of the customer service process.
Team Collaboration
- Collaborate with other team members to ensure consistent and high-quality customer service.
- Participate in team meetings, training sessions, and ongoing professional development.
Qualifications and Experience
Education:
- High school diploma or equivalent (KCSE).
- A college degree (BA/BSc/HND) is preferred.
Experience:
- Previous customer service experience is preferred.
