About Mogo

Mogo Credit Limited (hereafter referred to as Mogo) is a microfinance firm licensed in Tanzania by the Bank of Tanzania (BOT) as a Boda Boda and Tuk-Tuk (Bajaji) Credit Provider.

Position Overview

The Customer Care Generalist is responsible for providing frontline support to clients, ensuring a positive customer experience through effective communication, problem-solving, and guidance. This role involves handling inquiries, resolving issues, and supporting customers with payments, offers, and service usage.

Key Responsibilities

• Handle incoming calls, emails, and inquiries from clients.
• Make welcome calls to new customers, guiding them on payment processes and available offers.
• Provide accurate information about products, services, and company policies.
• Record and update customer interactions in the ERP system.
• Resolve customer complaints promptly and escalate complex cases when necessary.
• Follow up with clients to ensure satisfaction and completion of services.
• Collaborate with telesales and loan officers to share customer feedback and insights.
• Maintain a professional and supportive relationship with clients to build trust and loyalty.

What You Need

• Diploma or Bachelor’s degree in Business, Marketing, Communications, or related field (preferred).
• Previous experience in customer service, call center, or client relations.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to multitask and work under pressure.
• Familiarity with ERP systems is an added advantage.

Competencies

• Customer-focused mindset.
• Clear communication and active listening.
• Patience and empathy in handling client concerns.
• Team collaboration and accountability.
• Adaptability and resilience in dynamic environments.

Work Schedule

• Customer Care Generalists and Team Leads are required to provide 24-hour coverage.
• There will be shift rotation of which will be organized to ensure continuous service while maintaining work-life balance.
• Each employee will receive two full days off per week.
• Off days will be scheduled in advance and rotated fairly among team members

• Handle incoming calls, emails, and inquiries from clients.
• Make welcome calls to new customers, guiding them on payment processes and available offers.
• Provide accurate information about products, services, and company policies.
• Record and update customer interactions in the ERP system.
• Resolve customer complaints promptly and escalate complex cases when necessary.
• Follow up with clients to ensure satisfaction and completion of services.
• Collaborate with telesales and loan officers to share customer feedback and insights.
• Maintain a professional and supportive relationship with clients to build trust and loyalty.

• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to multitask and work under pressure.
• Familiarity with ERP systems is an added advantage.
• Customer-focused mindset.
• Clear communication and active listening.
• Patience and empathy in handling client concerns.
• Team collaboration and accountability.
• Adaptability and resilience in dynamic environments.

• Diploma or Bachelor’s degree in Business, Marketing, Communications, or related field (preferred).
• Previous experience in customer service, call center, or client relations.