Customer Care Representative

We are looking for people who share our passion for technology and our vision for global impact.

Your Role

As Customer Care Representative, you will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will answer questions about KOKO, address complaints, resolve issues and drive customer satisfaction and retention.

What You Will Do

  • Answer inbound phone calls from current and prospective KOKO customers and agents
  • Place outbound phone calls to current customers to solicit feedback, provide support and drive KOKO Fuel consumption
  • Conduct in-person field visits to current customer to deliver the highest quality of support
  • Address customer questions and concerns to ensure satisfactory issue resolution
  • Give voice to KOKO customers by understanding and reporting recurring questions and issues
  • Communicate openly and honestly with KOKO customers
  • Build, manage, and maintain strong, positive customer relationships
  • Follow existing KOKO Customer Care processes and escalate customer queries and issues to management, as appropriate
    What You Will Bring to KOKO
  • 1+ year of work experience, preferably in a customer service roles
  • Strong phone contact handling and active listening skills
  • Empathetic customer orientation and ability to adapt and respond to challenging situations
  • Excellent written and oral communication skills
  • Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
  • Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
  • Ability to multitask, prioritize, and manage time effectively
  • Results orientation and comfort in a performance-driven work environment
  • Positive, upbeat attitude ready to support KOKO’s customers and agents
  • Proficiency in English and Swahili


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About Koko Networks

This company was formerly known as SmartCook Energy. Last-mile energy networks for Africa's cities. Smarter commerce for urban Africa. Unique rich media delivery platforms. Our mission is to improve life for everyone in Africa’s cities.