Customer Care Officer - Call Centre

WE ARE HIRING!!!!

JOIN OUR TEAM Are you a Customer Centric Professional looking for the next challenge?

We are on the lookout for a Customer Care Officer at our Call Centre.

POSITION SUMMARY JOB TITTLE; CUSTOMER CARE OFFICER DEPARTMENT; CUSTOMER CARE REPORTS TO; CUSTOMER CARE SUPERVISOR  DUTY STATION; CALL CENTRE Role Summary; This position entails active engagement with all potential, new and existing clients, timely provision of product / services information and resolution of any queries clients may encounter with accuracy and efficiency.

Key Duties and Responsibilities; Representing Watu Credit Ltd and implementing the Company's Customer Care plan within the assigned mandate Manage large amounts outbound calls to clients on different topics such as insurance renewal, ownership transfer, and product and service evaluations in a timely manner Receiving inbound calls and responding to customer service account inquiries on account balances, transaction details, statements and fees and charges.

Maintain an up-to-date client database.

Make follow-up calls to customers who have questions or concerns related to their purchase experience or product use and when problems arise on customer accounts.

Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.

Escalating unresolved and high priority calls to the supervisor for resolution.

Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information.

Carrying out customer satisfaction surveys to help to identify process and / or product improvement areas.

Educate customers on benefits of value-added services.

Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.

Take part in training and other learning opportunities to expand knowledge of the company and position.

Provide feedback on the efficiency of the customer service process.

Performing any other duty as may be assigned from time to time.

MINIMUM JOB REQUIREMENTS The Ideal candidate Must be a holder of a Bachelor’s degree / Diploma in any related field with knowledge and relevant work experience of not less than five (5) years working experience in the call centre or Customer related role Excellent communication and interpersonal skills.

Strong organizational and multitasking abilities.

Proficiency in computer applications and software for data entry and scheduling.

Ability to handle inquiries and concerns with patience and professionalism.

Attention to detail and a commitment to accuracy.

Problem-solving skills and a proactive approach to customer service.

Team player with a customer-centric mind-set.

Multitasking and time-management skills, with the ability to prioritize tasks.

Well-developed computer skills, including proven ability to use google sheets and company systems Reporting skills and deadline-driven Mode of Application;            All suitably qualified and interested candidates should send their updated CVs the link that will be provided  https : / / watu.applytojob.com / apply / bqpZlqSs5W / Customer-Care-Officer-Call-Centre Deadline for Submission; Wednesday 30th April 2025 & female Candidates are strongly encouraged to apply   Note :   Only shortlisted candidates will be contacted.

Any efforts to influence the recruitment process will lead to automatic disqualification.

Powered by JazzHR