About the Organization

Aline Facility Management Ltd. is conducting recruitment on behalf of a fast-growing client in the Device Financing industry.

Job Summary & Role Scope

The Customer Care Agent will deliver exceptional customer support across digital and traditional communication channels, guide clients through device financing products and repayment plans, and efficiently resolve customer complaints in a fast-paced environment.

Key Responsibilities

• Multi-Channel Support: Respond promptly to customer inquiries across phone calls, email, WhatsApp, and approved communication channels.
• Product Guidance: Guide customers through device financing options, application procedures, repayment schedules, approvals, and after-sales support.
• Issue Resolution: Receive, investigate, and resolve customer complaints efficiently, escalating complex issues to relevant departments and following up to resolution.
• Record Management: Maintain accurate customer interaction logs, document communications, and maintain data confidentiality in compliance with data protection laws.
• Cross-Functional Support: Collaborate with Sales, Credit, Collections, and Operations teams to streamline service delivery and trace pending applications.
• Risk & Compliance: Ensure adherence to company policies, service standards, and regulatory requirements, reporting any suspected fraud or operational risks.
• Reporting: Prepare timely customer service reports, track recurring customer issues, and recommend process improvements.

Minimum Requirements & Qualifications

• Education: Diploma or Bachelor’s Degree in Business Administration, Customer Service, Marketing, Communications, or a related field.
• Experience: Minimum of 1 year of customer service experience within device financing, financial services, banking, fintech, telecommunications, or retail.
• Technical Proficiency: Proficiency in Microsoft Office applications and digital customer service platforms; experience using CRM software is an added advantage.
• Competencies: Proven track record in handling customer inquiries/complaints in a fast-paced environment with a strong commitment to customer satisfaction.

• Respond promptly to customer inquiries across phone calls, email, WhatsApp, and approved communication channels.
• Guide customers through device financing options, application procedures, repayment schedules, approvals, and after-sales support.
• Receive, investigate, and resolve customer complaints efficiently, escalating complex issues to relevant departments and following up to resolution.
• Maintain accurate customer interaction logs, document communications, and maintain data confidentiality in compliance with data protection laws.
• Collaborate with Sales, Credit, Collections, and Operations teams to streamline service delivery and trace pending applications.
• Ensure adherence to company policies, service standards, and regulatory requirements, reporting any suspected fraud or operational risks.
• Prepare timely customer service reports, track recurring customer issues, and recommend process improvements.

• Proficiency in Microsoft Office applications
• Proficiency in digital customer service platforms
• Experience using CRM software (added advantage)
• Handling customer inquiries/complaints in a fast-paced environment
• Strong commitment to customer satisfaction

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Marketing, Communications, or a related field.
• Minimum of 1 year of customer service experience within device financing, financial services, banking, fintech, telecommunications, or retail.