Customer Care Specialist - Kagadi
Your tasks
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.
- 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
Other
Key Performance Indicators.