We are looking for a Customer Experience Associate to support customers from registration to loan completion, ensuring timely assistance, clear communication, and a consistently high-quality service experience. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on handling customer queries, managing tickets, documenting feedback, and building trusting, long-term customer relationships.
Role Overview
In the first 90 days, you will learn MoPhones’ products, financing processes, and customer support tools while delivering responsive, accurate support across phone, messaging, and digital channels.
Key Responsibilities
First 3 Months Focus:
Handle incoming customer queries on registration, devices, financing, and repayments within defined SLAs.
Set up and manage customer accounts in our CRM, ensuring accurate, up-to-date records of every interaction.
Support customers with basic troubleshooting, process explanations, and escalation of complex issues to the right internal stakeholders.
Beyond 3 Months Focus:
Proactively follow up on open issues and tickets to ensure full resolution and high customer satisfaction.
Analyse customer feedback and interaction trends to recommend changes that reduce friction and improve customer journeys.
Collaborate with credit and sales teams to ensure customers receive consistent, clear communication and support across all touchpoints.
Success Metrics (KPIs)
Reduction in Arrears: 10% improved buckets across DPDs (reduction in negative roll rates).
First Contact Resolution (FCR): Team achieves a <4 minutes first contact response time for at least 85% of customers.
Ticket Resolution: 95% of tickets resolved within 1 hour (except technical support tickets).
CSAT: Post-service CSAT (Quality) >80% of customers satisfied with the quality of service provided.
NPS Call Backs: 100% Attempt Rate in 7 days and 90% Reach Rate in 7 days.
Requirements and Qualifications
Education: BA/BSc/HND degree qualification.
Experience: 2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations, ideally in fintech, telco, or digital products.
Communication: Strong spoken and written communication skills, with the ability to explain complex processes simply.
Problem Solving: Proven experience handling complaints, resolving issues, and staying calm under pressure.
Technical Proficiency: Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and comfort working with performance dashboards.
Traits: High ownership, follow-through, and the ability to manage multiple priorities simultaneously.
Mission Alignment: Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.
How to Apply
Interested and qualified candidates should apply online by visiting the MoPhones recruitment portal via the following link: https://www.myjobmag.co.ke/apply-now/1166369. This will redirect you to the application page on mophones.talentlyft.com.
