JOB PURPOSE

As a Customer Care Officer you will be responsible for representing Watu in bringing to life our client service philosophy within the assigned branch or 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.

KEY RESPONSIBILITIES:

INBOUND AND OUTBOUND

• Handling external communications with customers includes inbound and outbound calls and    SMS from customers and handling their inquiries and complaints. 
• Telesales through outbound and inbound calls to generate leads and clients. 
• Building and maintaining clients and leads databases. 
• Regular follow up with leads generated through customer care log and convert them to clients. 
• Handling and resolving customer queries and complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Resolving all escalated queries related to payments, accidents, repairs and others from customers.
• Managing administration, communicating and coordinating with internal departments.
• Compiling data, preparing reports, weekly recollection etc.
• Any Other duties as assigned by the management.      

 VERIFICATION

• Verify all Watu Simu loan applicants on time.
• Ensure all customers documentation are okay and adheres to the loan application requirements
• Assist dealers troubleshoot any queries they might have with the system.
• Assist customers with proper documentation where there might be an error.
• Counter check the borrower and NoK details by making verification calls as per the guided script.
• Informing the dealers when they feel they are going off course with the onboarding/verification process
• Ensure that customers are aware on how to calculate the weekly installment and Total Repayment amounts
• Ensure customers have been correctly and well informed about their loan, installments amounts, payment details and all other information as per the existing script guidelines.

DEALER SUPPORT

• Provide information of all requirements needed for new dealers onboarding whenever needed/enquired.
• Escalate to the simu team all new dealers creation requests.
• Accurate capturing of all reported queries.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

• Diploma; BSc in Marketing, Business or relevant field is a strong advantage
• 2+ years of working experience in the relevant field.
• Proven experience as a customer service or telesales officer
• Good understanding of office management, sales and marketing principles
• Demonstrable ability to multi-task and adhere to deadlines
• Able to react effectively and calmly in emergencies.
•  Able to maintain customer confidentiality. 
• Well-organized with a customer-oriented approach
• Good knowledge of market research techniques and databases
• Excellent knowledge of MS Office, marketing computer software and online applications (CRM tools) 
• Exquisite communication and people skills

WHAT WE OFFER:

• Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those
• Opportunities to learn and grow together with us
• Competitive compensation package 
• Health benefits

Do you see yourself being part of the WATU team? Then please apply with your CV and a cover letter, we are looking forward to working with you!

**Please be cautious, this vacancy does not require individuals to pay for job opportunities**