Job Description Job Purpose:The Graduate Trainee Customer Care Service Junior Officers will be accountable for ensuring that all customers get the most out of every resource (money, time, and knowledge) by providing great customer service.Key Duties and Responsibilities:• Representing Watu Credit Ltd and implementing the Company’s Customer Care plan within the assigned mandate.• Attend to the Customer Care line, routing calls to a specific department(s) and referring customers to appropriate Watu Credit services and representatives.• Respond to customers’ inquiries, complaints, comments and Compliments appropriately within defined parameters.• Receive, action and/or forward correspondence to relevant departments within the organisation and do a follow-up to ensure that where the action is needed, it has been done.• Identify problem areas and escalate to Line Management for action.• Provide a high level of customer service as defined by: a positive attitude, an efficient and adaptable approach, and a polite, caring and professional e-mail corresponding manner.• Liaise with all departments regarding customer complaints, enquiries, and faults, ensuring that feedback is given appropriately.• At all times labouring to ensure that Watu Credit maintains customer service standards to attract new customers and expand its customer base.• Build sustainable relationships and trust with customer accounts through open and interactive communication.• Receiving and responding to customer service account inquiries on account balances, transaction details, statements and fees and charges.• Maintain an up-to-date database of clients’ information and documentation including payment schedules, insurance and logbook records.• Resolving product/service problems by identifying causes, selecting solutions, and following up.• Recording and handling customer complaints or escalating to a manager.Qualifications, Skills and Experience:• First Degree in the following fields: Diploma/ Degree in Marketing, Customer Service, Social Sciences,• Hospitality, Communication or related studies and any other Business related course.• No prior experience is required; however, previous experience in customer service (at least one year) with knowledge in the microfinance/asset finance industry is considered an advantage.• Excellent communication skills.• Strong analytical & problem-solving skills.• Ability to adapt quickly and work independently.• Good Computer skills.• Fluent in Runyakitara, Luo & English. Deadline:Applications submission will be closed on 22nd April 2023, 5:00 pm EAT.Shortlisting begins immediately, and only shortlisted candidates will be contacted.Candidates applying for the position will be selected on merit. Any form of solicitation/conversation is strictly prohibited.
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