Customer Experience Associate

ABOUT THE COMPANY Electronics company in Nairobi JOB SUMMARY Requirements2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations, ideally in fintech, telco, or digital products.Strong communication skills (spoken and written), with the ability to explain processes simply and build trust with customers.Proven experience handling complaints, resolving issues, and staying calm and solution-oriented under pressure.Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and comfort working with performance dashboards.High ownership and follow-through; you reliably close loops and keep customers informed.Ability to manage multiple conversations and priorities at the same time without dropping quality.Alignment with MoPhones’ mission of expanding access to affordable technology across Africa. RESPONSIBILITIES Proactively follow up on open issues and tickets to ensure full resolution and high customer satisfaction.Analyse customer feedback and interaction trends to recommend changes that reduce friction and improve customer journeys.Collaborate with credit and sales teams to ensure customers receive consistent, clear communication and support across all touchpoints. REQUIRED SKILLS Customer service, Customer support, CRM systems, Customer relations, Conflict and complaint resolution REQUIRED EDUCATION Diploma, Associate's degree