Customer Care Officer
\nWatu Credit
\nDar es Salaam
\nWATU is a focus-driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life.
\nJOB PURPOSE<\/p>\n
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.
\nKEY RESPONSIBILITIES:
\nINBOUND AND OUTBOUND<\/p>\n
Handling external communications with customers includes inbound and outbound calls and SMS from customers and handling their inquiries and complaints.
\nTelesales through outbound and inbound calls to generate leads and clients.
\nBuilding and maintaining clients and leads databases.
\nRegular follow up with leads generated through customer care log and convert them to clients.
\nHandling and resolving customer queries and complaints regarding product sales to customer service problems.
\nProviding customers with the organization\u2019s service and product information.
\nProcessing forms, orders, and applications requested by the customers.
\nIdentifying, escalating priority issues and reporting to the high-level management.
\nObtaining and evaluating all relevant data to handle complaints and inquiries.
\nRecording details of comments, inquiries, complaints, and actions taken.
\nResolving all escalated queries related to payments, accidents, repairs and others from customers.
\nManaging administration, communicating and coordinating with internal departments.
\nCompiling data, preparing reports, weekly recollection etc.
\nAny Other duties as assigned by the management.<\/p>\n
VERIFICATION<\/p>\n
Verify all Watu Simu loan applicants on time.
\nEnsure all customers documentation are okay and adheres to the loan application requirements
\nAssist dealers troubleshoot any queries they might have with the system.
\nAssist customers with proper documentation where there might be an error.
\nCounter check the borrower and NoK details by making verification calls as per the guided script.
\nInforming the dealers when they feel they are going off course with the onboarding\/verification process
\nEnsure that customers are aware on how to calculate the weekly installment and Total Repayment amounts
\nEnsure customers have been correctly and well informed about their loan, installments amounts, payment details and all other information as per the existing script guidelines.
\nCustomer Query Resolution: Address and resolve Watu App escalations by liaising with the Product team via the Jira account.
\nSupport Query Escalations: Manage and track Service Center Swaps, Knox deletions, and IMEI Mix Up device swaps, ensuring timely resolution.
\nSimu Theft Case Handling: Upload loss reports, update LS, remove LS, and enable Nexus for affected clients.
\nLoan Rescheduling: Follow up on recovered device\u00a0loans\u00a0and coordinate adjusted loan repayment schedules.
\nData Management & Reporting: Maintain accurate and updated records in the escalation sheet for tracking escalations and resolutions.<\/p>\n
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:<\/p>\n
Diploma; BSc in Marketing, Business or relevant field is a strong advantage
\n2+ years of working experience in the relevant field.
\nProven experience as a customer service or telesales officer
\nGood understanding of office management, sales and marketing principles
\nDemonstrable ability to multi-task and adhere to deadlines
\nAble to react effectively and calmly in emergencies.
\nAble to maintain customer confidentiality.
\nWell-organized with a customer-oriented approach
\nGood knowledge of market research techniques and databases
\nExcellent knowledge of MS Office, marketing computer software and online applications (CRM tools)
\nExquisite communication and people skills<\/p>\n
WHAT WE OFFER:<\/p>\n
Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those
\nOpportunities to learn and grow together with us
\nCompetitive compensation package<\/p>\n
Health benefits
\nDo 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!
\nPlease be cautious, this vacancy does not require individuals to pay for job opportunities
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