Customer Care Officer - Device Financing

About the role

A client in the device financing industry, represented by Alinefacility Management, is hiring a Customer Service Officer in Nairobi. The role delivers exceptional customer service by handling inquiries, resolving complaints, explaining financing products and supporting customers through the financing lifecycle, while staying compliant with company policies and service standards. It reports to the Operations Manager of Device Financing.

Key responsibilities

• Answer customer questions by phone, email, WhatsApp and other approved channels, giving accurate information on products, applications, repayment plans and policies.
• Guide customers through application, approval and after-sales support, and resolve complaints promptly, escalating complex issues and following up until resolved.
• Maintain accurate customer records, document interactions and protect customer data in line with data protection requirements.
• Work with Sales, Credit, Collections and Operations teams, follow up pending applications and support improvements to the customer experience.
• Adhere to policies and regulations, report suspected fraud or policy breaches, and submit daily, weekly and monthly reports.

Required profile

• Diploma or Bachelor's degree in Business Administration, Customer Service, Marketing, Communications or a related field.
• At least one year of customer service experience in the device financing industry; experience with CRM is an added advantage.
• Excellent verbal and written communication, problem-solving and conflict-resolution skills, and strong attention to detail.
• Ability to work under pressure, multitask and collaborate across teams; weekend or public holiday work may be required.

Applications are sent to the recruiter by the deadline of 3 August 2026; only qualified candidates will be contacted.