About KOKO NetworksKOKO Networks is a venture-backed climate-tech company with 1,200+ employees across East Africa amp; India. Our mission is to imagine and deliver technology that improves life in the world’s fastest growing cities. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business currently include: (1) KOKO Fuel, an ultra-clean liquid bioethanol cooking fuel solution delivered via a network of smart fuel ATMs and leveraging existing downstream liquid fuels infrastructure;(2) KOKO Climate, which retails the emissions reductions that occur from switching households from deforestation-based charcoal to KOKO Fuel; and (3) KOKO Club, a tech-enabled, direct-to-consumer, instant fulfillment retail platform operated in partnership with neighborhood retailers.In 2021, KOKO was selected as the world’s leading emerging markets climate technology solution by FT/IFC.
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.Responsibilities- 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 customers to deliver the highest quality of support. Conducting-person field visits that will include imparting customer education and cooker troubleshooting amp; repairs.
- 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
Requirements- 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, Fresh Service, Queue Metrics) 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
If you meet the requirements above please apply by sharing your updated resume before 15 April 2022.
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!