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