Customer Care Officer

Recruiter / Employer: Watu Credit Limited
Contract: Permanent
Salary: Confidential
Status: Expired

Job Profile

The job holder will be tasked with representing Watu Credit in bringing to life our client service philosophy within the assigned branch office by delivering and maintaining a positive client experience to all our potential, new and existing clients in order to grow and expand our client base.

He/she will report to the Branch Manager

KEY RESPONSIBILITIES:

Complaint resolution management

  • Welcomes visitors warmly with a smile and make sure they are comfortable
  • Maintain an up-to-date database of clients’ information and documentation of interactions, transactions, comments, complaints, and actions taken
  • Attend to the Customer Care telephone line, answer all calls in an efficient and professional manner, routing calls to specific department(s).
  • Manage incoming SMS and respond accordingly to enhance efficient communication with customers.
  • Support in conducting comprehensive client product and service awareness through active client interaction.
  • Addressing all relevant pre- and post-customer asset financing queries in line with client needs
  • Briefing clients on the asset financing process prior to handing them over to the onboarding team
  • Listening to customer or client complaints or concerns and working to resolve their issues
  • Recording and handling customer complaints in the Customer Care log
  • Initiates required action for response to customer service requests for logbooks, insurance claims, number plate requests etc. and communicates status to the appropriate personnel/departments.
  • Resolving service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Escalation of unresolved customer complaints to supervisor or Branch Manager for assistance.
  • Educate clients on how to resolve some of the recurring challenges with already available DIY options such as USSD.
  • Provide feedback on the efficiency of the customer service process
  • Sharing monthly reports on customer issues and action taken
  • Performing other tasks as necessary and directed by the Company management.

KPIs

  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Total Count of Customer complaints resolved

QUALIFICATIONS:

  • Diploma from a recognized institution.
  • Must be proficient with Microsoft Office (Word, PowerPoint and Excel).

KNOWLEDGE AND SKILL SET REQUIRED:

  • Minimum of 1 year of customer service experience.
  • Exceptional listening and analytical skills;
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding focus on quality and customer service skills;
  • Must be self-motivator and self-starter;
  • Must be honest and take responsibility for actions;
  • Must be patient, compassionate and understanding;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company;
  • Must be flexible and open to change and successfully set and adjust priorities as needed
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