Customer Care Agent

clinicPesa is a leading digital financial services provider committed to empowering individuals and communities through accessible and innovative financial solutions. We are looking for energetic, customer-focused, and highly professional individuals to join our team.

About the Role

As a Customer Care Agent, you will be at the heart of our customer experience. You will help customers understand and access clinicPesa's digital financial services while ensuring that every customer receives timely, accurate, and professional support. Your role is critical in building trust, driving retention, and enhancing our brand reputation.

Key Responsibilities

Customer Support & Engagement

• Handle customer inquiries professionally through multiple channels, including:

  • Phone calls

  • WhatsApp

  • SMS and Email

  • Social Media platforms

  • USSD support (*165*44#)

  • The clinicPesa Mobile App

• Assist customers with all clinicPesa products and services, including:

  • Savings

  • Loans

  • Investments

  • Payments

  • Wallet services

  • clinicPesa MaMa

Issue Resolution & Escalation

• Receive, record, resolve, and follow up on customer complaints in a timely manner.

• Provide accurate information about products, services, procedures, and account processes.

• Escalate technical, financial, transaction, fraud, and other complex issues to the appropriate departments.

• Follow up on outstanding customer cases to ensure timely and satisfactory resolution.

Customer Retention & Growth

• Conduct customer satisfaction and follow-up calls to ensure a positive customer experience.

• Support customer onboarding, activation, and retention initiatives.

• Participate in approved telesales campaigns to promote products and services.

Data Management & Compliance

• Capture accurate customer information and maintain proper records in the customer support/CRM system.

• Protect customer information and maintain strict confidentiality at all times.

• Adhere to KYC (Know Your Customer), AML/CFT (Anti-Money Laundering/Combating Financing of Terrorism), data protection, information security, and other applicable company procedures.

Feedback & Continuous Improvement

• Collect customer feedback and identify recurring issues that can help improve products and services.

• Proactively suggest process improvements to enhance the overall customer experience.

Qualifications & Experience

Education

• Bachelor's Degree in any of the following fields:

  • Customer Service

  • Business Administration

  • Marketing

  • Communications

  • Public Relations

  • Social Sciences

  • A related field

Experience

• Minimum of 1–2 years of experience in:

  • Customer care or call centre operations, OR

  • Fintech, banking, telecommunications, financial services, or another customer-facing role.

• Added Advantage: Experience in digital financial services, fintech, banking, or telecommunications.

Skills & Competencies

Communication & Interpersonal Skills

• Excellent verbal and written communication skills.

• Excellent telephone etiquette.

• Strong customer-service and interpersonal skills.

• Active listening and empathy.

Problem-Solving & Professionalism

• Strong problem-solving abilities.

• Ability to handle difficult or dissatisfied customers professionally.

• High levels of integrity, confidentiality, and professionalism.

Technical & Digital Literacy

• Good computer and digital literacy.

• Strong attention to detail and accuracy.

• Ability to learn new products, systems, and technologies quickly.

Personal Attributes

• Ability to work under pressure and meet performance targets.

• Good time management and organizational skills.

• Ability to work effectively both independently and as part of a team.

• Added Advantage: Knowledge of relevant local languages.