Overview

Job Title: Customer Care Officer

Job location: Makumbusho, Dar es Salaam

Job department: Customer Care

Job type: Full time

Job experience: Entry level

Reports direct to: Customer Care Supervisor

Watu Credit

 

 

 

THE JOB PURPOSE:

As a Customer Care Officer, you will be responsible for representing Watu and implementing our client service philosophy within the assigned branch or office by providing and maintaining a positive client experience to all potential, new, and existing clients in order to grow and expand our customer base.

 

The Key Responsibilities:

The Inbound and Outbound:

  • To handle external communications with clients include taking inbound and outbound calls and SMS, as well as dealing with their inquiries and concerns.
  • Telesales involves making outbound and inbound calls to generate leads and customers.
  • Create and maintain client and lead databases.
  • Follow up with leads obtained from the customer care log on a regular basis and convert them into clients.
  • To handle and resolving consumer inquiries and complaints about product sales or customer service issues.
  • To provide clients (customers) with service and product information.
  • To process forms, orders, and applications as requested by customers.
  • To identify, elevating, and reporting priority issues to upper-level management.
  • To obtain and analyzing all essential information in order to manage complaints and queries.
  • Keeping track of comments, queries, complaints, and actions done.
  • To resolve any escalated customer inquiries about payments, accidents, repairs, and other issues.
  • To manage administration, communication, and collaboration with internal departments.
  • Data compilation, report preparation, weekly recollection, etc.
  • Perform any other duties as given by management.

 

 

THE VERIFICATION:

  • To verify all Watu Simu loan applications on time.
  • Ensure that all customers’ documentation is correct and meets the loan application standards.
  • To assist dealers in troubleshooting any system-related issues.
  • To assist customers with adequate documentation if there is a problem.
  • Make verification calls following the suggested script to double-check the borrower and NoK details.
  • Notifying dealers when they believe the onboarding/verification process is deviating from its intended path.
  • To ensure that customers understand how to calculate the weekly installment and total repayment amounts.
  • Ensure that consumers are appropriately and thoroughly informed about their loan, installment amounts, payment details, and all other relevant information in accordance with the existing script requirements.

 

 

The Dealer Support:

  • To provide information on all prerequisites for new dealer onboarding as needed/enquired.
  • All new dealer creation requests should be escalated to the simulation team.
  • To accurate capture of all reported inquiries.

 

 

 

THE KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED:

  • A diploma or BSc in marketing, business, or a related sector is very advantageous.
  • Two or more (2+) years of work experience in the relevant subject.
  • A proven experience as a customer service or telemarketing representative.
  • A solid understanding of office management, sales, and marketing fundamentals.
  • Proven ability to multitask and meet deadlines.
  • Capable of responding to emergencies in an effective and calm manner.
  • Capable of maintaining customer confidentiality.
  • A well-organized, with a customer-focused approach.
  • Good understanding of market research methods and databases.
  • Excellent understanding of Microsoft Office, marketing computer software, and web programs (CRM tools).
  • Excellent communication and interpersonal abilities.

 

 

 

WHAT WE PROVIDE (OFFER):

  • Join our international, vibrant, and driven team with high aspirations and opportunities for growth.
  • A competitive compensation package.
  • Health advantages.

 

Do you envision yourself being a member of the WATU team? Then please submit your CV and cover letter; we look forward to working with you!

 

**Please be aware that this vacancy does not need persons to pay for career opportunities.**

 

Apply for job