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