The Ugandan Jobline

Job Title:      
Customer Care Officer (Several Fresher Job Opportunities)

Organization: Watu Credit

Duty Station: Kampala, Uganda

About US:

Watu Credit is a
dynamic fast-growing non-bank finance company that harnesses technology to
offer both secured and unsecured lending primarily via mobile services.
Headquartered in Mombasa (Kenya), Watu Credit aims to become the leading
African provider of a broad set of inclusive financial products, delivered
through technology in a fast, efficient and professional manner. The Company
commenced its business operations in July 2015 with expansion into Uganda and
Nigeria in 2019. Our clear vision is to be the best provider of short and
medium-term loan products tailored to the exact needs of our target customers
and delivered through mobile technology.

Job Summary:  The Customer Care Officers will be responsible
for contributing to the effective running of the day-to-day operations at the
Branch by ensuring that all customers get value for every resource (money, time
and expertise) they utilize through excellent customer service for total
satisfaction.

Key Duties and Responsibilities:  

·       
Welcomes
visitors warmly with a smile and make sure they are comfortable.

·       
Representing
Watu Credit Ltd and implementing the Company’s Customer Care plan within the
assigned mandate.

·       
Maintaining
Watu Credit Ltd customer service standards in serving the Company’s existing
customers as well as in attracting new customers and expanding customer base.

·       
Build
sustainable relationships and trust with customer accounts through open and
interactive communication.

·       
Conduct
live chats with potential customers who visit the Watu Credit Website to ensure
they are well informed, and they receive all the needed customer support.

·       
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 logbooks records.

·       
Resolving
product or service problems by clarifying the customer’s complaint; determining
the cause of the problem; selecting and explaining the best solution to solve
the problem. expediting correction or adjustment; following up to ensure
resolution.

·       
Attend
to the Customer Care line, routing calls to a specific department(s) and
referring customers to appropriate Watu Credit services and representatives.

·       
Manage
SMS code through generating daily SMS reports and respond accordingly to
enhance efficient communication with customers.

·       
Entering
customer information on to a computer database for monitoring of call and
visitors’ logbook.

·       
Recording
and handling customer complaints or escalating to a manager.

·       
Maintain
a conducive environment in the front office for both staff and clients and
coordination of cleaning at the Branch.

·       
Responsible
for proper arrangement and layout of the front office to ensure good ambience
and display of promotional materials.

·       
In
charge of customer inflow and queue management.

·       
Preparing
and presenting weekly and monthly reports to the Branch Manager on customer
contact on all touchpoints and trends of customer queries/complaints.

·       
Participate
in marketing campaigns to create awareness of Watu Credit products.

·       
Recording
customer feedback on service and areas of improvement.

Qualifications, Skills and Experience:

·       
The
applicant must hold a Diploma/ Degree in Marketing, Customer Service,
Hospitality, Communication or related studies.

·       
Previous
experience in customer service (at least 2 years) required, with
micro-finance/asset finance industry experience considered an advantage.

·       
Excellent
communication skills.

·       
Strong
analytical & problem-solving skills.

·       
Ability
to adapt quickly and work independently.

·       
Good PC skills.

·       
Fluent
English and Luganda.

How to Apply:

All qualified
candidates are invited to submit Cover Letter, detailed CV, earliest start date
and wage expectation to recruitment.ug@watucredit.com.
Please make sure your present location is clearly stated in the application

Deadline:  13th
March 2020

For more of the latest jobs, please visit https://www.theugandanjobline.com  or
find us on our facebook page https://www.facebook.com/UgandanJobline

Related Jobs