Customer Care Officer
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:
Job type Full-time Job, To submit your application, please follow the link provided below.
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