We are looking for a Customer Experience Associate to support customers from registration to loan completion, ensuring timely assistance, clear communication, and a consistently high-quality service experience. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on handling customer queries, managing tickets, documenting feedback, and building trusting, long-term customer relationships.
Role Overview
In the first 90 days, you will learn MoPhones’ products, financing processes, and customer support tools while delivering responsive, accurate support across phone, messaging, and digital channels.
Key Responsibilities
First 3 Months Focus:
- Handle incoming customer queries on registration, devices, financing, and repayments within defined SLAs.
- Set up and manage customer accounts in our CRM, ensuring accurate, up-to-date records of every interaction.
- Support customers with basic troubleshooting, process explanations, and escalation of complex issues to the right internal stakeholders.
Beyond 3 Months Focus:
- 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.
Success Metrics (KPIs)
- DPD Management: 10% improved buckets across DPDs (reduction in negative roll rates).
- First Contact Response (FCR): Achieve a <4 minutes response time for at least 85% of customers.
- Ticket Resolution: 95% of tickets resolved within 1 hour (excluding technical support tickets).
- Quality: Post-service CSAT (Quality) >80% of customers satisfied with the service.
- NPS Call Backs: 100% Attempt Rate and 90% Reach Rate within 7 days.
Requirements and Qualifications
- A degree (BA/BSc/HND) in a relevant field.
- 2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations.
- Background in fintech, telco, or digital products is highly desirable.
- Strong communication skills (spoken and written) with the ability to simplify complex processes.
- Proven experience handling complaints and staying calm under pressure.
- Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and performance dashboards.
- High ownership and follow-through; ability to manage multiple priorities simultaneously.
- Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.
