Koko Networks

What You Will Do

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.

What You Will Bring

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.