Title: Customer Service Executive,
Job Type: Entry Level,
Reports to: Customer service Team leader,
Our client is a leading Credit Management Firm providing complete debt recovery solutions in Kenya and the larger East African region. They seek to hire Customer Service Executive who will be tasked with handling all Customer Care interactions by providing consistent standards of service to Client and ensuring customer satisfaction
Participate as an active member of the Customer Care team and Communicate in a positive, professional style
Take responsibility for resolving customer queries and ensure security and confidentiality of information
Be knowledgeable on all company and client related information
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)
Provide Information and/or educate customer and Provide requested service to clients
Record and capture customer details accurately and be at a point to effectively retrieve information using appropriate systems
Correctly classify all reasons for contacts
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 correspondences via e-mail, telephone and postal mail.
Attend daily briefing sessions with team
Document, analyse 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
Escalate complex cases and liaises with The Team Leader to resolve customer queries and meet their expectations.
Provide feedback, suggestions and actively participate in Team activities
Promote high performance and customer centric culture that is open and transparent
Skills & Qualifications
University degree or diploma in Business or banking
At least 2 years’ work experience with IT proficiency
Able to operate in a performance driven organization
Knowledge of English and Swahili
Strong analytical, problem solving and negotiation skills
High personal standards and goal oriented
Excellent interpersonal skills
Excellent and effective communications skills; both orally and in writing, eloquent
Excellent organizational skills
Easy adaptability to change
Young spirited; energetic and enthusiastic
Works well under pressure and a Team Player