Representative, Customer Care

• Bachelor's degree or diploma. Strong understanding of customer service principles and call center operations.
  
• Additional certifications in Customer Service Excellence, Call Center Operations, or CRM Systems are an advantage.
  
• 2+ years of experience in a call center or customer-facing role.
  
• Proficiency in Gmail and Google Suite (Docs, Sheets, Slides).
  
• Familiarity with CRM tools such as Zendesk, FreshService, QueueMetrics.
  
• Strong problem-solving skills and customer orientation.
  
• Basic problem-solving skills and a willingness to assist customers with their inquiries and concerns.
  
• Strong communication and interpersonal skills.
  
• Demonstrated ability to work with cross-functional teams to enhance customer service operations.
  
• Fluency in English and Kiswahili.
  

Inbound & Outbound Customer Support

• Answer incoming calls from customers and agents, addressing their questions and concerns.
  
• Place outbound calls to collect feedback, provide support, and drive fuel consumption.
  

Customer Relationship Management

• Communicate openly and honestly with customers to build and maintain strong relationships.
  

Field Customer Support

• Conduct in-person visits to customers when necessary, providing hands-on assistance and resolving issues.
  

Issue Resolution & Escalation

• Identify recurring customer issues, resolve them efficiently, and escalate when needed.
  

Process Adherence & Reporting

• Follow KOKO Care processes and report customer feedback and trends to management.