Job Overview
Watu Credit
Dar es Salaam
WATU is a focus-driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life.
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.
Customer Query Resolution: Address and resolve Watu App escalations by liaising with the Product team via the Jira account.
Support Query Escalations: Manage and track Service Center Swaps, Knox deletions, and IMEI Mix Up device swaps, ensuring timely resolution.
Simu Theft Case Handling: Upload loss reports, update LS, remove LS, and enable Nexus for affected clients.
Loan Rescheduling: Follow up on recovered device loans and coordinate adjusted loan repayment schedules.
Data Management & Reporting: Maintain accurate and updated records in the escalation sheet for tracking escalations and resolutions.
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
How to Apply:
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