Basic Purpose:

To handle all Customer Care interactions by providing consistent standards of service to Client and ensuring customer satisfaction.

To respond to all customer contacts by identifying, communicating and meeting customer needs, recording and resolving queries, in accordance with the pre-defined standards and measures, working within a team that is focused on providing quality service.

Operates under general supervision.

Main Responsibilities and Duties:

• Develop positive relationships with customers and co-workers
• Participate as an active member of the Customer Care team
• Communicate in a positive, professional style
• Take care of company equipment and tools
• Take responsibility for resolving customer queries
• Ensure security and confidentiality of information
• Be knowledgeable on all company & client related information
• Handle and resolve a range of customer contacts
• Prepare to respond to customer contact within defined time-limits
• Acknowledge Customers and greet using the standard corporate greeting
• Elicit and verify information from customers (if applicable)
• Escalate service request
• Provide requested service
• Provide Information and/or educate customer
• Record a range of customer contacts
• Record and capture customer details accurately
• Effectively retrieve information using appropriate systems
• Correctly classify all reasons for contacts
• Meet performance standards
• Know and understand Customer Care Performance Standards and individual targets
• Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients.
• Provide customers with their correct account details e.g. loan balance and account numbers.
• Maintaining data integrity and keep customer details confidential.
• Responding to all customer correspondence via e-mail, telephone and postal mail.
• Attend daily briefing sessions with team
• Document, analyze and interpret daily individual reports
• Provide daily feedback on performance in relation to pre-defined standards and measures
• Adhere to Customer Care (Outbound) schedule and professional attitude
• Escalates complex cases and liaises with the Team Leader to resolve customer queries and meet their expectations.

Additional Duties and Responsibilities:

• Make the Call Center customer centric.
• Provide feedback and suggestions
• Participate in Team activities
• Promote clear and effective high performance culture and values.
• Promote a high-performance culture.
• Promote a customer-centric culture.
• Promote a culture of openness and transparency

Essential Knowledge:

• Good functional knowledge of most product lines. Good working knowledge of office procedures and general customer service standards.
• General to good knowledge; frequent use and application of technical standards, principles, theories, concepts, and techniques.

Competencies:

• Customer oriented
• Strong analytical skills and problem-solving skills
• Strong negotiation skills
• High personal standards and goal-oriented
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing, eloquent
• Excellent organizational skills
• Easy adaptability to change
• Young, spirited, energetic, and enthusiastic
• Team Player
• Works well under pressure

Qualifications:

• University Degree / Diploma in Business/Banking
• 2 years’ work experience
• IT literacy
• Able to operate in a performance-driven organization
• Knowledge of English and Swahili

• Develop positive relationships with customers and co-workers
• Participate as an active member of the Customer Care team
• Communicate in a positive, professional style
• Take care of company equipment and tools
• Take responsibility for resolving customer queries
• Ensure security and confidentiality of information
• Be knowledgeable on all company & client related information
• Handle and resolve a range of customer contacts
• Prepare to respond to customer contact within defined time-limits
• Acknowledge Customers and greet using the standard corporate greeting
• Elicit and verify information from customers (if applicable)
• Escalate service request
• Provide requested service
• Provide Information and/or educate customer
• Record a range of customer contacts
• Record and capture customer details accurately
• Effectively retrieve information using appropriate systems
• Correctly classify all reasons for contacts
• Know and understand Customer Care Performance Standards and individual targets
• Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients.
• Provide customers with their correct account details e.g. loan balance and account numbers.
• Maintaining data integrity and keep customer details confidential.
• Responding to all customer correspondence via e-mail, telephone and postal mail.
• Attend daily briefing sessions with team
• Document, analyze and interpret daily individual reports
• Provide daily feedback on performance in relation to pre-defined standards and measures
• Adhere to Customer Care (Outbound) schedule and professional attitude
• Escalates complex cases and liaises with the Team Leader to resolve customer queries and meet their expectations.
• Make the Call Center customer centric.
• Provide feedback and suggestions
• Participate in Team activities
• Promote clear and effective high performance culture and values.
• Promote a high-performance culture.
• Promote a customer-centric culture.
• Promote a culture of openness and transparency

• Customer oriented
• Strong analytical skills and problem-solving skills
• Strong negotiation skills
• High personal standards and goal-oriented
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing, eloquent
• Excellent organizational skills
• Easy adaptability to change
• Young, spirited, energetic, and enthusiastic
• Team Player
• Works well under pressure
• IT literacy
• Knowledge of English and Swahili

• University Degree / Diploma in Business/Banking
• 2 years’ work experience
• IT literacy
• Able to operate in a performance-driven organization
• Knowledge of English and Swahili