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