Customer Service Officer

RESPONSIBILITIES Handle customer calls, WhatsApp messages, and SMS inquiries regarding installment plans, deposits, repayment schedules, and complaints. Send repayment reminders, follow up on initial overdue payments, log payment commitments, and escalate persistent arrears. Process authorized device lock and unlock requests, assist with payoff processes, and verify account information before processing. Respond to operational inquiries from partner shops and promoters regarding onboarding procedures and escalate system errors. Maintain accurate records of customer interactions, track recurring issues, and prepare regular customer service and collections reports. Requirements Diploma or higher qualification in Business Administration, Customer Service, Communications, or a related field. 1-3 years of experience in customer service, telecommunications, fintech, lending, or phone-based collections. Fluency in English and Kiswahili. Familiarity with M-Pesa transactions and mobile money payment processes Basic computer skills and experience using customer service or CRM systems.