From the employer's hiring system · Verified employer
Customer Solutions Agent
MOGO Auto Limited
Job at a glance
- Employer
- MOGO Auto Limited
- Position
- Customer Solutions Agent
- Location
- Kenya
- Experience
- 1–2 years
- Education
- Diploma or Degree in Business, Customer Service, or related field
- Salary
- Not stated in the advert
- Application deadline
- 2 May 2027
- Posted on VacancyKE
- 31 October 2026
VacancyKE summary
MOGO Auto Limited is hiring a Customer Solutions Agent in Kenya. The role provides back-office support by resolving customer requests and complaints escalated from the Customer Care team, ensuring accurate loan adjustments and account amendments.
What stands out about this opportunity
- Back-office role handling escalated customer cases
- Includes health insurance and pension scheme
- Part of Eleving Group operating in 17 countries
- Apply via the ClayHR online portal
What’s offered
- Health insurance.
- Pension scheme.
- Bonuses and awards for performance.
- Training possibilities and an established feedback culture.
Key responsibilities
- Review and analyse assigned customer requests and complaints to determine appropriate action.
- Handle escalated customer requests and complaints within agreed SLAs.
- Process standard restructurings including renewals, term changes, capital deductions and cancellations.
- Prepare loan statements and perform account amendments accurately.
- Provide professional feedback to Customer Care for onward communication to clients.
- Process logbook-related requests including inspection bookings, discharge letters and number plate confirmations.
- Collaborate with Collections, Legal, Field and Finance departments to resolve customer issues.
- Track and update open case statuses to ensure timely completion and closure.
Who should apply?
This role suits a detail-oriented professional with 1–2 years' experience in customer service, back-office operations or financial services who can handle escalated cases and coordinate across departments.
Key requirements
- Diploma or Degree in Business or related field
- 1–2 years' relevant experience
- Proficiency in ERP/CRM systems and Microsoft Office
- Strong analytical and documentation skills
- Excellent communication and coordination abilities
- High attention to detail
How to apply
- Apply through the employer's online portal at https://mogo.clayhr.com/jobboard/#/position/view/349147/Customer_Solutions_Agent
Official source: From the employer's hiring system · mogo.clayhr.com. VacancyKE never charges job seekers.
Original employer advertisement
Published by MOGO Auto Limited on mogo.clayhr.com. Shown for reference; the employer’s version is the official one.
The employer’s advert
ABOUT US
MOGO Auto Limited is part of Eleving Group, a global fintech company operating in 17 countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.
We offer a wide range of products including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.
With over 500,000 loans issued, we continue to grow rapidly- supported by our nationwide branch network and a user-friendly customer mobile App. We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives. At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya.
We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.
Job Purpose
To provide back-office support by resolving customer requests and complaints escalated from the
Customer Care team. The Customer Solutions Agent ensures accuracy in loan adjustments,
account amendments, and coordination with other departments to deliver timely, compliant, and
customer-focused resolutions in line with company policies and service standards.
Task Analysis & Resolution
• Review and analyze assigned customer requests and complaints in the system to determine the appropriate course of action.
• Handle escalated customer requests and complaints within agreed SLAs.
• Process standard restructurings such as renewals, term changes, capital deductions, and cancellations.
• Prepare and share loan statements and perform account amendments accurately.
• Ensure all resolutions are aligned with company policy, internal procedures, and regulatory standards.
• Escalate cases that require complex analysis or policy interpretation to the Custome Solutions Specialist or Team Lead.
Client Communication & Feedback
• Prepare and provide accurate, professional feedback to Customer Care for onward communication to clients.
• Ensure responses are factual, compliant, and align with company communication standards.
• Follow up on pending requests to ensure timely closure and feedback delivery.
• Maintain professionalism, empathy, and clarity in all client-facing interactions
Logbook & Documentation Management
• Process logbook-related requests including inspection bookings, discharge letters, and number plate confirmations.
• Coordinate with relevant teams for new plate applications, repossessed-bike processing and related administrative actions.
• Maintain accurate and traceable records of all handled requests, both digitally and physically.
Interdepartmental Coordination & Case Management
• Collaborate with Collections, Legal, Field, and Finance departments to resolve customer issues efficiently.
• Track and update the status of all open cases to ensure timely completion and closure.
• Provide internal feedback on process gaps and recommend efficiency improvements.
Process Compliance & Quality
• Adhere strictly to operational, compliance, and documentation guidelines.
• Maintain high standards of accuracy and quality in all resolutions.
• Participate in departmental meetings, refresher training, and performance reviews to enhance knowledge and performance.
• Diploma or Degree in Business, Customer Service, or related field.
• Minimum of 1–2 years’ experience in customer service, back-office operations, or financial services.
• Strong analytical and documentation skills.
• Excellent communication and coordination abilities.
• Proficiency in ERP/CRM systems and Microsoft Office tools.
• High attention to detail and ability to multitask under pressure.
Feel Good
• A friendly and dynamic work environment
• An excellent well-being program:
• Health insurance
• Pension scheme
• Active social life and events
Win
• Fast results without the friction of bureaucracy
• Great victories due to the transparency of the company and its goals
• Bonuses and awards for the great work
• Participate in victory celebrations with your co-workers
Grow
• Together with an intelligent team
• Yourself and the company with the established feedback culture
• Your knowledge with training possibilities
Why join us
• Opportunity to work in a diverse, international environment across Africa and the Baltics.
• Exposure to cross-border taxation, compliance and group-level reporting.
• A supportive, growth-oriented team culture that values continuous learning and professional development.
Equal Employement Opportunity Policy.
Mogo is an equal opportunity employer; we celebrate diversity; we are committed to creating an inclusive environment for all employees. Employment at Mogo is based solely on a person's merit and qualifications directly related to professional competence. We extend equal opportunity to all individuals regardless of race, religion, color, gender, disability, age, marital status and any other characteristics protected by law
MOGO Auto Limited is part of Eleving Group, a global fintech company operating in 17 countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.
We offer a wide range of products including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.
With over 500,000 loans issued, we continue to grow rapidly- supported by our nationwide branch network and a user-friendly customer mobile App. We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives. At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya.
We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.
Job Purpose
To provide back-office support by resolving customer requests and complaints escalated from the
Customer Care team. The Customer Solutions Agent ensures accuracy in loan adjustments,
account amendments, and coordination with other departments to deliver timely, compliant, and
customer-focused resolutions in line with company policies and service standards.
Task Analysis & Resolution
• Review and analyze assigned customer requests and complaints in the system to determine the appropriate course of action.
• Handle escalated customer requests and complaints within agreed SLAs.
• Process standard restructurings such as renewals, term changes, capital deductions, and cancellations.
• Prepare and share loan statements and perform account amendments accurately.
• Ensure all resolutions are aligned with company policy, internal procedures, and regulatory standards.
• Escalate cases that require complex analysis or policy interpretation to the Custome Solutions Specialist or Team Lead.
Client Communication & Feedback
• Prepare and provide accurate, professional feedback to Customer Care for onward communication to clients.
• Ensure responses are factual, compliant, and align with company communication standards.
• Follow up on pending requests to ensure timely closure and feedback delivery.
• Maintain professionalism, empathy, and clarity in all client-facing interactions
Logbook & Documentation Management
• Process logbook-related requests including inspection bookings, discharge letters, and number plate confirmations.
• Coordinate with relevant teams for new plate applications, repossessed-bike processing and related administrative actions.
• Maintain accurate and traceable records of all handled requests, both digitally and physically.
Interdepartmental Coordination & Case Management
• Collaborate with Collections, Legal, Field, and Finance departments to resolve customer issues efficiently.
• Track and update the status of all open cases to ensure timely completion and closure.
• Provide internal feedback on process gaps and recommend efficiency improvements.
Process Compliance & Quality
• Adhere strictly to operational, compliance, and documentation guidelines.
• Maintain high standards of accuracy and quality in all resolutions.
• Participate in departmental meetings, refresher training, and performance reviews to enhance knowledge and performance.
• Diploma or Degree in Business, Customer Service, or related field.
• Minimum of 1–2 years’ experience in customer service, back-office operations, or financial services.
• Strong analytical and documentation skills.
• Excellent communication and coordination abilities.
• Proficiency in ERP/CRM systems and Microsoft Office tools.
• High attention to detail and ability to multitask under pressure.
Feel Good
• A friendly and dynamic work environment
• An excellent well-being program:
• Health insurance
• Pension scheme
• Active social life and events
Win
• Fast results without the friction of bureaucracy
• Great victories due to the transparency of the company and its goals
• Bonuses and awards for the great work
• Participate in victory celebrations with your co-workers
Grow
• Together with an intelligent team
• Yourself and the company with the established feedback culture
• Your knowledge with training possibilities
Why join us
• Opportunity to work in a diverse, international environment across Africa and the Baltics.
• Exposure to cross-border taxation, compliance and group-level reporting.
• A supportive, growth-oriented team culture that values continuous learning and professional development.
Equal Employement Opportunity Policy.
Mogo is an equal opportunity employer; we celebrate diversity; we are committed to creating an inclusive environment for all employees. Employment at Mogo is based solely on a person's merit and qualifications directly related to professional competence. We extend equal opportunity to all individuals regardless of race, religion, color, gender, disability, age, marital status and any other characteristics protected by law