Customer Service (Agent Network)

Role Overview

You will be the first point of contact for field agents who depend on the company’s products and services to run their businesses. Your work involves answering agent queries on accounts, transactions, and promotions, while also coaching new agents on how to get started and stay active. By keeping agents informed, resolving their issues, and flagging performance gaps, you directly help the agent network grow and operate smoothly.

Key Responsibilities

• Respond to agent enquiries via phone, WhatsApp, and other approved channels, ensuring clear and courteous communication at all times.
• Walk agents through account registration, activation, verification, and login issues, guiding them step by step until the problem is resolved.
• Explain product offerings, system features, promotions, and standard operating procedures to agents in simple, practical language.
• Handle transaction-related issues such as deposits, withdrawals, payments, and failed operations, confirming details before escalating complex cases.
• Support the onboarding journey of new agents by checking in with them after registration, encouraging them to complete activation and make their first transactions.
• Monitor agent activity levels, keeping track of inactive or low-performing agents and initiating follow-ups to re-engage them.
• Assist with agent acquisition, retention, and engagement campaigns by communicating incentive details and collecting agent feedback on market conditions.
• Document every interaction, issue, and resolution in the company system, and share insights with internal teams to improve agency operations.

Requirements & Qualifications

• A diploma or degree in business administration, marketing, sales, communications, customer service, or a related field.
• At least 1–2 years of experience in customer service, sales support, account management, agency operations, or a similar role.
• Previous experience in betting/gaming, telecommunications, fintech, mobile money, or any agent-based business is a strong advantage.
• Clear and confident communication skills in both English and Kiswahili, with the ability to explain processes to people from diverse backgrounds.
• Solid understanding of customer service principles and the basics of agent-network or sales operations.
• Good problem-solving abilities, with the patience to handle conflicts and complaints professionally.
• Comfortable using computers, CRM systems, agent-management platforms, and other business software.
• Numerical and analytical skills to track agent performance and identify trends or issues.
• Ability to manage a high volume of enquiries without losing attention to detail.
• Self-driven, target-oriented, and able to work independently as well as within a team.
• Willingness to work flexible hours, including weekends and public holidays when necessary.

What We Offer / Why Join

A competitive monthly salary of between Kshs 40,000 and 60,000, depending on your experience and skill level. You will also gain hands-on experience in a fast-moving, agent-driven business environment, working alongside sales, operations, and finance teams to shape how the agent network delivers value.