Customer Care Agent

Job Title: Customer Care/Customer Service Officer Device Financing

Department: Customer Experience

Reports To: Operations Manager Device Financing

Location: Nairobi Kenya

Job Purpose

Our Client in a Device Financing Industryis looking to hireCustomer Service Officer who will be responsible for delivering exceptional customer service by handling customer inquiries resolving complaints providing accurate information on device financing products and services and supporting customers throughout the financing lifecycle. The role plays a critical part in ensuring a positive customer experience while maintaining compliance with company policies and service standards.

Key Responsibilities

Customer Support

• Respond to customer inquiries through phone email WhatsApp and other approved communication channels.
• Provide accurate information on device financing products application processes repayment plans and company policies.
• Guide customers through the application approval and after-sales support processes.
• Ensure all customer concerns are addressed professionally and within the required turnaround time.

Complaint Resolution

• Receive investigate and resolve customer complaints promptly and professionally.
• Escalate complex issues to the relevant departments and follow up until resolution.
• Maintain a high level of customer satisfaction by providing timely updates and feedback.

Customer Records & Administration

• Maintain accurate and up-to-date customer records in the companys systems.
• Document all customer interactions and resolutions.
• Ensure customer information is handled confidentially and in compliance with data protection requirements.

Cross-Functional Support

• Work closely with the Sales Credit Collections and Operations teams to facilitate efficient service delivery.
• Follow up on pending customer applications and service requests.
• Support operational activities aimed at improving the customer experience.

Compliance

• Adhere to company policies procedures and regulatory requirements.
• Ensure all customer interactions comply with internal service standards and applicable legal requirements.
• Report any suspected fraud policy breaches or operational risks to management.

Reporting

• Prepare and submit daily weekly and monthly customer service reports as required.
• Monitor recurring customer issues and recommend service improvement initiatives.

Qualifications

Education

• Diploma or Bachelors Degree in Business Administration Customer Service Marketing Communications or a related field.

Experience

• A minimum of one (1) year of experience in a customer service role within the device financing industry is mandatory.
• Demonstrated experience handling customer inquiries complaints and support processes in a fast-paced environment.
• Experience using Customer Relationship Management (CRM) systems is an added advantage.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service and relationship management skills.
• Excellent problem-solving and conflict-resolution abilities.
• High level of professionalism integrity and confidentiality.
• Strong interpersonal and listening skills.
• Good organizational and time management skills.
• Ability to multitask and work under pressure.
• Proficiency in Microsoft Office Suite and CRM/customer support systems.
• Strong attention to detail and accuracy.
• Ability to work collaboratively within cross-functional teams.

Key Performance Indicators (KPIs)

• Customer satisfaction levels.
• First-contact resolution rate.
• Response and resolution turnaround time.
• Accuracy of customer records and documentation.
• Compliance with company policies and procedures.
• Quality of customer interactions.
• Timely submission of reports.
• Team collaboration and support.

Working Conditions

• Office-based role with occasional operational support as required.
• May require working on weekends or public holidays based on operational needs.
• Fast-paced customer-focused environment with defined service level expectations.

Core Values

The successful candidate is expected to demonstrate:

• Integrity
• Accountability
• Customer Focus
• Teamwork
• Professionalism
• Excellence
• Innovation

Success in This Role

A successful Customer Service Officer consistently delivers exceptional customer experiences resolves customer issues efficiently maintains accurate records collaborates effectively with internal teams and contributes to the overall success and growth of the Device Financing business through professionalism responsiveness and service excellence.

Only qualified candidates will be contancted.

Send application to

Dealine 3rd August 2026