Representative, Customer Care
Nairobi
Country Business Units – KOKO Care /
Full-Time /
On-site
About KOKO Networks
KOKO Networks is a venture-backed climate technology company with 1,000+ employees across East Africa, India, and Europe. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business are: (1) KOKO Fuel, a clean bioethanol cooking solution delivered to over one million households in Kenya and Rwanda via networks of agents with smart fuel ATMs; and (2) KOKO Climate, which retails the emissions reductions earned from switching households from deforestation-based fuels to a sustainable alternative. In 2021, KOKO was recognized as the world’s leading emerging markets climate technology solution by the Financial Times and the International Finance Corporation.
The Representative, Customer Care, will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will respond to customer inquiries, address complaints, resolve issues, and help drive customer retention and engagement. You will also conduct in-person visits when necessary to provide hands-on support.
What You Will Do
- Answer incoming calls from customers and agents, addressing their questions and concerns.
- Place outbound calls to collect feedback, provide support, and drive fuel consumption.
- Communicate openly and honestly with customers to build and maintain strong relationships.
- Conduct in-person visits to customers when necessary, providing hands-on assistance and resolving issues.
- Identify recurring customer issues, resolve them efficiently, and escalate when needed.
- Follow KOKO Care processes and report customer feedback and trends to management.
Inbound & Outbound Customer Support
Customer Relationship Management
Field Customer Support
Issue Resolution & Escalation
Process Adherence & Reporting
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.
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!
