Senior Customer Care Agent (Inbound) at Mogo Ltd

Senior Customer Care Agent (Inbound) at Mogo Ltd – Mogo Ltd Kenya Job Details

About the Role

Mogo Ltd is recruiting a Customer Care Agent (Inbound) to join its call center operations in Kenya. This is a full-time position supporting Mogo’s fast-growing vehicle financing business, which has financed over 100,000 vehicles since 2019. As part of Eleving Group, an international fintech company operating across 16 countries, Mogo offers car financing, motorcycle financing, tuk-tuk financing, and logbook loans with loan processing completed within 24 hours.

In this Customer Care Agent (Inbound) role at Mogo Ltd, you will be the first point of contact for customers calling with inquiries, issues, or requests. You’ll handle high volumes of inbound calls, resolve customer concerns efficiently, and maintain service quality while meeting productivity targets. This position requires strong communication skills, product knowledge, and the ability to remain composed under pressure in a call center environment.

Key Responsibilities

• Answer inbound customer calls and direct inquiries to the appropriate department or resolution channel
• Document customer interactions accurately in the system and maintain detailed records of each case
• Address customer complaints and concerns with professionalism, following approved communication scripts and tone standards
• Provide information about Mogo’s financing products, including car loans, motorcycle financing, and repayment terms up to 60 months
• Process customer requests and route complex or escalation-required cases to senior agents or the Customer Solutions team
• Meet or exceed quality assurance targets, productivity benchmarks, and call handling time standards
• Identify recurring customer issues and provide feedback to support process improvement initiatives
• Adhere to compliance requirements, data protection protocols, and company policies during all customer interactions

Requirements & Qualifications

• High school diploma or equivalent; a degree or diploma in Public Relations or a business-related field is preferred
• At least 2 years of experience in a customer care, call center, or customer service role
• Proven track record of high performance in customer service, with demonstrated ability to meet or exceed KPIs
• Strong knowledge of customer care processes, call center systems, and standard escalation procedures
• Ability to handle sensitive or high-pressure customer situations calmly and maintain professionalism
• Excellent written and verbal communication skills in English
• Reliable attendance and commitment to scheduled shifts
• Familiarity with CRM systems and call center software is advantageous

What to Expect

• A structured call center environment with clear performance targets, quality monitoring, and regular feedback on your interactions
• Access to training on Mogo’s products, systems, and processes to ensure you have the knowledge needed to support customers effectively
• Opportunities to advance to senior agent roles, where you can take on escalation support and peer coaching responsibilities
• This Customer Care Agent (Inbound) at Mogo Ltd position in Kenya is open to qualified candidates. Click Apply below to submit your application.