Customer Experience Associate — MoPhones (Nairobi)

Customer Experience Associate

Job Description

The Customer Experience Associate supports the entire customer journey from registration to loan completion. This role is dedicated to providing timely assistance, resolving queries, and building long-term trusting relationships through various digital and phone channels. By managing tickets and analyzing feedback, the Associate ensures a high-quality service experience while providing actionable insights to the product and credit teams to reduce friction in the customer journey.

Key Responsibilities

• Handle incoming queries regarding registration, devices, financing, and repayments within defined SLAs
• Manage customer accounts in the CRM to ensure accurate records of every interaction
• Provide basic troubleshooting and escalate complex technical or financial issues to relevant stakeholders
• Proactively follow up on open tickets to ensure full resolution and high customer satisfaction
• Analyze customer feedback and interaction trends to recommend process improvements
• Collaborate with credit and sales teams to provide consistent and clear communication across all touchpoints
• Maintain a First Contact Response (FCR) time of less than 4 minutes for at least 85% of customers

Qualifications & Experience

• 2–4 years of experience in customer service or contact center operations, preferably in fintech or telco
• Proven experience handling complaints and resolving issues under pressure with a solution-oriented mindset
• Proficiency with CRM and ticketing tools such as Zendesk, Freshdesk, or similar platforms
• Excellent spoken and written communication skills with the ability to simplify complex processes
• High degree of ownership and the ability to manage multiple priorities simultaneously
• Alignment with the mission of expanding access to affordable technology

Method of Application

Apply via:  MoPhones on mophones.talentlyft.com