Kasha Kenya – Customer Care Agent

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Job Purpose:

To manage inbound and outbound phone calls, email requests, and face-to-face interaction with a friendly, helpful approach. This role reports directly to the Customer Care Team Lead – Kasha. An assignment may form part of the selection process.

Job Responsibilities:

  • Customer support in a delightful, helpful, and timely manner on call, email, WhatsApp, LiveChat, Facebook, and Instagram.
  • Correct tagging of customers to agents and Kasha business groupings.
  • Provide customers with accurate, relevant, and useful information regarding Kasha products and services.
  • Ensure that all customer queries and complaints are fully resolved on a ‘One Stop Shop’ basis – First Call Resolution (FCR).
  • Maintain a high level of product knowledge sufficient for issue resolution, retention, and customer education.
  • Ensure that issues escalated arising from customer queries are resolved within 24 – 48 hours to maintain customer satisfaction and loyalty.
  • Identify and track sales leads effectively, cross/upsell products and services for an enriched customer relationship.
  • Quality data capture on Kasha systems and attending quality assurance sessions for consistent and quality customer handling.
  • Actively represent the customer throughout the organization, highlighting trends, suggesting,
  • implementing improvements and feeding back to relevant departments.

Role Requirements:

  • Diploma/Degree in Social Science or any business-related field.
  • Experience (6 months – 1 year) in customer handling in a contact center setting will be an added advantage.
  • Computer proficient (Microsoft Word, Excel).
  • Customer service oriented (empathy, patience, customer centricity).

Experience Our Kasha Life Benefits:

  • Location: Nairobi, Kenya.
  • Flexible working hours and birthdays off.
  • 21 days holiday plus all bank holidays.
  • Healthy L&D budget.
  • Socials that keep you in touch with everyone in the company.






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