Customer Care Specialist - Kagadi

DUTIES AND RESPONSIBILITIES

• Identify, assess, and address customers’ needs promptly to ensure high levels of satisfaction and retention. 
  
• Collaborate with the Sales team and other Customer Care Agents to resolve customer inquiries, complaints, or escalations efficiently. 
  
• Process customer loan applications accurately, ensuring quick and compliant loan disbursements in line with company policies. 
  
• Provide clear and professional explanations of Mogo’s finance products, loan terms, and processes to customers, tailoring communication to their needs. 
  
• Maintain accurate and up-to-date records of customer interactions, queries, and loan applications in the company’s ERP system. 
  
• Follow up with customers to ensure resolution of issues and provide ongoing support to enhance their experience. 
  
• Build and maintain strong customer relationships to foster trust, loyalty, and repeat business. 
  
• Identify opportunities to upsell or cross-sell Mogo products during customer interactions, in coordination with the Sales team. 
  
• Adhere to company policies, procedures, and regulatory requirements, maintaining a high level of confidentiality and professionalism. 
  
• Provide feedback on customer trends, challenges, and needs to improve service delivery and product offerings. 
  
• Undertake any other tasks assigned by the Customer Care Manager.
  
• Work with Boda Boda Sales team and Customer Care Agents to resolve customer queries
  

Processing customer loan applications and ensuring quick loan disbursements.

Key Performance Indicators.

• Sales (Boda/Boda logbook) target achievement
  
• Turn Around Time target achievement
  
• Team Coaching and Reviews target achievement
  

Mogo Values Target Achievement.

Requirements

• An equivalent of a Diploma or bachelor's degree in any related Field
  
• Communication Skills
  

Interpersonal Skills