Background

Oya Microcredit Ltd is a fast-growing microfinance institution committed to providing accessible and customer-focused financial solutions to individuals and SMEs. We pride ourselves on professionalism, integrity, and delivering exceptional customer service. We are seeking a proactive and customer-oriented Call Center Officer to join our team. The successful candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, providing accurate information about our services, and ensuring a positive customer experience at all times. This role requires strong communication skills, attention to detail, multitasking ability, and a high level of professionalism when engaging with external customers.

Key Responsibilities

1. Handle inbound and outbound customer calls in a professional and courteous manner.
2. Provide accurate information regarding loan products, repayment schedules, policies, and company procedures.
3. Respond promptly and accurately to customer inquiries, complaints, and requests.
4. Follow up with clients on loan applications, documentation, and repayments.
5. Maintain proper records of all customer interactions in the system.
6. Escalate complex issues to the relevant departments in a timely manner.
7. Meet daily, weekly, and monthly call targets and performance KPIs.
8. Support the collections and customer retention process where required.
9. Ensure confidentiality and compliance with company policies and regulatory standards.

Qualifications and Requirements

1. Bachelor’s degree in business administration, Finance, Economics, Marketing, or any related business field.
2. 1–3 years of experience in a call center or customer service role (experience in a financial institution or microcredit company is an added advantage).
3. Strong interpersonal and communication skills (both verbal and written).
4. Ability to engage effectively with external customers and respond accurately to inquiries.
5. High attention to detail and accuracy in data capture and reporting.
6. Strong multitasking skills and ability to work in a fast-paced environment.
7. Good problem-solving skills and ability to handle difficult customers professionally.
8. Proficiency in MS Office applications and CRM systems is an added advantage.

Key Competencies

1. Customer Focus
2. Integrity and Professionalism
3. Active Listening Skills
4. Time Management
5. Teamwork
6. Adaptability

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Provide accurate information regarding loan products, repayment schedules, policies, and company procedures.
• Respond promptly and accurately to customer inquiries, complaints, and requests.
• Follow up with clients on loan applications, documentation, and repayments.
• Maintain proper records of all customer interactions in the system.
• Escalate complex issues to the relevant departments in a timely manner.
• Meet daily, weekly, and monthly call targets and performance KPIs.
• Support the collections and customer retention process where required.
• Ensure confidentiality and compliance with company policies and regulatory standards.

• Strong interpersonal and communication skills (both verbal and written).
• Ability to engage effectively with external customers and respond accurately to inquiries.
• High attention to detail and accuracy in data capture and reporting.
• Strong multitasking skills and ability to work in a fast-paced environment.
• Good problem-solving skills and ability to handle difficult customers professionally.
• Proficiency in MS Office applications and CRM systems is an added advantage.
• Customer Focus
• Integrity and Professionalism
• Active Listening Skills
• Time Management
• Teamwork
• Adaptability

• Bachelor’s degree in business administration, Finance, Economics, Marketing, or any related business field.
• 1–3 years of experience in a call center or customer service role (experience in a financial institution or microcredit company is an added advantage).