Job Description – WhatsApp Sales Agent (Infobip)

Role overview

The WhatsApp Sales Agent turns inbound WhatsApp leads into funded loans across all Mogo Kenya core products. You will work on live chats conversations and make outbound calls from first reply through to a complete file disbursed.

Item Detail

Job title WhatsApp Sales Agent (Conversion)

Department Telesales & Retention

Reports to Debbie Nyanchoka Manager Telesales/Retention

Location Nairobi (contact centre)

Level Entry-level

Working pattern Rotating shifts including weekends and public holidays covering the channels full operating hours

Channel WhatsApp Business Conversations (primary) plus outbound calls

Products All core products: logbook loans car financing boda boda financing and any product added to the portfolio

Purpose of the role: reply fast to every inbound WhatsApp enquiry qualify the customer guide them through documents and application and hand a complete file to credit while giving a compliant professional experience that protects Mogos brand and the customers data.

Required Skills:

Key responsibilities

1. Lead response and engagement

• Reply to every assigned WhatsApp conversation within the first-response target across your whole shift.

• Clear new chats in the first 30 minutes of each shift before working older chats

• Handle several chats at once without losing quality or approved message templates for outbound follow-ups outside the 24-hour window; never send unapproved bulk or promotional messages.

• Manage the queue: claim tag transfer and close conversations correctly so nothing is left unattended.

2. Qualification and needs discovery

• Identify the customers need and match it to the right product (logbook loan car financing boda boda or other).

• Confirm basic eligibility against current product criteria before collecting documents.

• Explain product terms clearly and accurately: amount tenure pricing fees repayment schedule and security requirements.

• Handle objections and comparisons with competitors honestly without over-promising approval or terms.

3. Application and document collection

• Search for an existing application before creating a new one so no duplicates are created

• Guide the customer through the application step by step.

• Collect required documents through the secure channel check them for completeness and legibility and upload them to the loan system.

• Book vehicle inspections branch visits or callbacks where the product requires it.

• Hand off complete files to credit/underwriting and keep the customer updated until a decision.

4. Follow-up and conversion

• Follow up on incomplete applications and dropped conversations within the agreed timelines.

• Work cold and dormant leads assigned to them through both WhatsApp (approved templates opt-in rules) and outbound calls.

• Dial leads proactively when chat stalls when a customer prefers a call or when a call will close faster meeting daily call targets alongside chat work.

• Log every call outcome and agree the next action (callback document follow-up or close) in the CRM.

• Re-engage warm leads using approved templates and opt-in rules.

• Coordinate with branches and telesales colleagues when a lead needs a physical visit or specialist handling.

5. Data quality and reporting

• Record every interaction accurately in Infobip and the CRM/loan system: disposition lead source product and stage.

• Tag lost leads with a clear reason so the team can fix funnel leaks.

• Share customer feedback recurring questions and product gaps with the Team Lead.

6. Customer experience and escalation

• Keep a professional friendly tone in English and Kiswahili on chat and calls; do not use Sheng or slang.

• Route service payment collections and complaint queries to the right team rather than resolving them outside scope.

• Escalate fraud indicators suspicious documents and abusive customers immediately.