Mary Mwangi - Customer Care Manager

I began my career as a customer care agent at a digital provider store, where my role primarily involved supporting customers over the phone. My true passion, however, lies in one-on-one personal engagement. In 2016, I discovered an internship opportunity at 4G Capital, applied, and was thrilled to be shortlisted, interviewed, and accepted as a pioneer intern at the Kinoo branch.

After completing my internship, I was promoted to a collections officer. This role was a significant shift from my previous phone-based interactions, as it allowed me to engage with customers directly. The hands-on experience of working closely with customers and supporting their growth through business training was incredibly fulfilling and motivating.

My dedication to building strong relationships and meeting targets didn’t go unnoticed. Through hard work, I advanced to Senior Collections Officer at the Dagoretti branch. This role further cemented my commitment to fostering team cohesion and achieving excellence. In 2018, my efforts were rewarded with a promotion to Marketing Officer at HQ, where I continue to thrive in a dynamic environment, blending my passion for personal connections with strategic growth.

After a few months in marketing, my exceptional customer service skills earned me a new role in the customer care department. Being passionate about serving customers and my team, I transitioned to a recce position, where I mentored and supported field staff. This challenging role nurtured my leadership abilities, resulting in a promotion to sector manager. In this position, I led a larger team, providing mentorship and coaching to help each person exceed their targets.

When the COVID-19 pandemic hit in 2020, our customers faced a lot of challenges. Recognizing the need for strong support, I returned to the customer care department. I am grateful for the opportunity to grow my career, and I am now a Customer Care manager.  I am passionate about customer service as it gives me the opportunity to make a positive impact on people's lives. I find fulfillment in providing exceptional customer experience, solving problems and exceeding customer expectations

As a career mom, I’m grateful for the incredible team at 4G Capital that supports my work-life balance. Our team’s family-like bond means we share personal goals and help each other navigate life’s transitions. The flexible working environment allows me to spend more quality time with my family while still being productive at work. The team support ensures that my workload is manageable, giving me the capacity to balance family life effectively. Additionally, the comprehensive medical insurance benefits provide comfort and financial stability during medical needs for my family. 

When I'm not working, I love spending quality time with my family and going on long road trips—an indulgence made possible by the flexibility and perks at 4G Capital. These moments of relaxation recharge my energy and bring me immense joy and fulfillment in both my personal and professional life.