In this role, you will be responsible for delivering exceptional customer service experiences to our clients. You will play a crucial role in addressing inquiries, resolving issues, and providing guidance related to our digital lending and logbook loan services. Additionally, you will be tasked with fostering strong relationships with relevant stakeholders. If you are passionate about customer service and eager to make a difference, we would loveto hear from you!

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries via phone, email, and live chat.
• Provide accurate and timely information regarding our digital lending and logbook loan products, including application processes, eligibility criteria, and repayment terms.
• Assist customers in navigating our online platform, including account registration, loan applications, and document submissions.
• Address customer concerns and inquiries with professionalism and empathy, ensuring prompt resolution.
• Collaborate with internal teams (operations, collections) to ensure seamless customer experiences.
• Educate customers on financial literacy, responsible borrowing practices, and loan repayment strategies.
• Adhere to regulatory guidelines and company policies to protect customer information and ensure compliance.
• Maintain accurate records of customer interactions, inquiries, and resolutions.
• Participate in training and professional development programs to stay updated on industry trends and best practices.
• Respond efficiently to customer inquiries on our text-based chat platform (Fresh Chat) and social media channels (Facebook, Twitter, Instagram, Google Play).
• Handle inbound calls and resolve queries related to all loan products.
• Ensure daily contact with allocated accounts to enhance customer satisfaction.
• Collect and report customer feedback to improve loan products and the borrowing experience.
• Conduct customer education calls to guide clients on maximizing our loan products.
• Act as a brand ambassador, marketing our products during customer interactions.
• Assist in payment reconciliations and perform any other duties assigned by your supervisor.

Qualifications:

• Bachelor’s degree or Diploma in Business Administration or a related field preferred.
• Proven 5 years of experience in customer service, preferably within the Micro Finance Services industry.
• Excellent verbal and written communication skills, capable of articulating complex information clearly.
• Strong interpersonal skills with the ability to empathize while maintaining professionalism.
• Proficiency in digital communication channels and Microsoft Office applications.
• Detail-oriented with exceptional organizational and multitasking abilities.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Knowledge of lending principles, credit products, and regulatory requirements is preferred.
• Commitment to delivering exceptional customer experiences and building long-term client relationships.
• High integrity and a strong work ethic.