Customer Care Agent

About the role

We are looking for a proactive Customer Care Agent to join Aline Facility Management in Nairobi. You will be the first point of contact for customers using our device financing solutions, ensuring they receive accurate information and timely support.

Key responsibilities

• Respond to customer inquiries via phone, email, WhatsApp and other approved channels.
• Provide detailed information on financing products, application procedures and repayment plans.
• Guide customers through application, approval and after‑sales support processes.
• Investigate and resolve complaints, escalating complex issues when necessary.
• Maintain up‑to‑date customer records in the company’s systems, ensuring confidentiality and data‑protection compliance.
• Collaborate with Sales, Credit, Collections and Operations teams to facilitate service delivery.
• Prepare and submit regular customer service reports and suggest improvement initiatives.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Marketing, Communications or related field.
• At least one year of experience in a customer service role within the device financing industry.
• Proven ability to handle inquiries and complaints in a fast‑paced environment.

Required skills

• Experience with Customer Relationship Management (CRM) systems.

What we offer

• Competitive monthly salary ranging from KES 15,000 to KES 30,000.
• Full‑time permanent position with opportunities for growth.
• Dynamic work environment in the retail, fashion and FMCG sector.