Requirements

• 2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations, ideally in fintech, telco, or digital products.
  

• Strong communication skills (spoken and written), with the ability to explain processes simply and build trust with customers.
  

• Proven experience handling complaints, resolving issues, and staying calm and solution-oriented under pressure.
  

• Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and comfort working with performance dashboards.
  

• High ownership and follow-through; you reliably close loops and keep customers informed.
  

• Ability to manage multiple conversations and priorities at the same time without dropping quality.
  

• Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.
  

• 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.