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About the Organisation
MOGO Auto Limited is a subsidiary of Eleving Group, a global fintech operating across sixteen countries in three continents. Since entering the Kenyan market in 2019, MOGO has become one of the leading providers of financial solutions, offering car, motorcycle, tuk-tuk, electric motorcycle, logbook, and vehicle financing. With a strong focus on data-driven growth, robust risk management, and cutting-edge technology, MOGO has financed over 100,000 vehicles and served more than 50,000 satisfied customers in Kenya.
The company’s mission is to promote upward social mobility by providing flexible, affordable, and innovative financing solutions. MOGO recently secured a $10 million loan from the Development Finance Corporation (DFC) to expand electric vehicle financing in Kenya, reinforcing its commitment to sustainability and inclusive financial access.
Customer Care Agent – Chat job at MOGO Auto Limited (part of Eleving Group) | Apply Now
Kenya
Are you looking for Administrative jobs in Kenya 2025 today? then you might be interested in Customer Care Agent – Chat job at MOGO Auto Limited (part of Eleving Group)
Full Time
Deadline:
16 Sept 2025
Job Title
Customer Care Agent – Chat job at MOGO Auto Limited (part of Eleving Group)
MOGO Auto Limited (part of Eleving Group)
Job Description
The Customer Care Agent will be responsible for managing all digital chat interactions, ensuring professional communication, and delivering exceptional customer experiences. The role includes logging and tracking customer issues, escalating unresolved cases, maintaining accurate records, preparing reports, and promoting self-service solutions. Additionally, the agent will play a key role in customer retention, complaint management, and service improvement initiatives.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Customer Support
Respond promptly to customer inquiries via WhatsApp, Messenger, and Email within SLA timelines.
Provide accurate product, service, and loan account information.
Handle complaints with empathy and escalate unresolved issues appropriately.
Educate customers on self-service and digital platforms.
Complaint & Request Management
Log, categorize, and track customer issues in ERP/CRM systems.
Monitor open tickets and follow up until resolution.
Ensure compliance with regulatory requirements and company policies.
Administrative Support
Maintain accurate records of chats and emails.
Draft professional responses using approved templates.
Assist with performance reports on chat/email response times and resolution rates.
Customer Engagement & Retention
Build rapport with customers to enhance satisfaction and retention.
Collect customer feedback and share insights to improve service delivery.
Process & Quality Improvement
Adhere to Quality Assurance (QA) standards for tone, professionalism, and accuracy.
Suggest improvements to FAQs, scripts, and response templates.
Participate in training, team huddles, and performance reviews.
KPIs
Average Response Time (ART) on WhatsApp, Messenger & Email.
First Contact Resolution (FCR) rate.
Customer Satisfaction (CSAT) scores.
Chat/email closure rate within SLA.
Quality Assurance (QA) scores.
Typing speed (minimum 35–40 wpm).
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Diploma/Degree in Business, Communication, Customer Service, or related field.
Minimum 1 year of customer service experience (digital chat/email preferred).
Excellent written communication, typing accuracy, and speed (35–40 wpm).
Ability to multitask across multiple chats/emails simultaneously.
Strong conflict-resolution and problem-solving skills.
Proficiency in CRM/ERP systems and messaging platforms.
Attention to detail and ability to work under pressure.
Fluency in English and Kiswahili (spoken and written).
