As a Customer Experience Officer at Moko Home + Living, you will play a critical role in managing the customer journey and ensuring high levels of satisfaction. Your primary purpose is to resolve technical, financial, and logistical inquiries while proactively engaging with customers to gather feedback and drive service improvements across the organization.
Key Responsibilities
Issue Resolution: Answer customer service related queries on all channels (technical, finance, delivery, and general complaints).
Proactive Feedback: Conduct cold calls to B2C and B2B customers to collect and address feedback regarding their experience with Moko.
Customer Journey Optimization: Follow customers through their journeys and look for ways to improve the overall customer experience.
Escalation Management: As guided by your manager, escalate customer service issues as needed.
System Support: Support the implementation of new systems.
Cross-functional Collaboration: Collaborate with colleagues from other teams to fulfill the customers’ experience.
Training Identification: Identify areas where the customer-facing teams need additional training or coaching based on service queries.
Analysis and Reporting: Conduct monthly after-sales calls and analysis, then present findings to the relevant teams.
Desired Candidate Profile
Experience: Previous experience as a customer experience officer in a complex company with scale.
Education: Minimum educational achievement of a diploma.
Soft Skills: Bring passion and enthusiasm to work; a natural team player who takes full ownership.
Decision Making: Demonstrate strong judgment and reasoning especially when dealing with customers.
Work Ethic: A proactive self-starter who thrives with autonomy and manages time effectively.
Growth Mindset: Always hungry to learn, embrace feedback, and use analytical thinking to make smart decisions.
Interested and qualified candidates should apply online via the Moko application portal. Please follow this link to submit your application: https://www.myjobmag.co.ke/apply-now/1162475. Ensure your application is submitted before the deadline on March 3, 2026.
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