Key Responsibilities:

1. Respond promptly to customer inquiries and leads received through WhatsApp, Facebook, Instagram, website chat, email, and SMS.
2. Educate potential customers about microfinance products (loans, savings, investment) and assess their needs.
3. Convert digital leads into actual clients by guiding them through application steps and follow-up.
4. Track each lead through the customer journey: inquiry → interest → application → onboarding → conversion.
5. Maintain a strong, friendly, and professional tone in all online engagements.
6. Keep accurate digital records of conversations, client interest, and feedback.
7. Support digital campaigns by responding to ad inquiries and helping prospects take the next step.
8. Collaborate with credit, sales, and marketing teams to close conversions and provide feedback for improvements.
9. Report daily and weekly performance metrics including leads handled, conversion rate, and follow-ups.
10. Stay updated with product knowledge and promotional campaigns to provide accurate and persuasive information.

Qualifications and Experience:

1. Diploma or Bachelor’s degree in Business, Communications, Marketing, Finance, or a related field.
2. At least 1 year of experience in online customer service, telesales, or digital engagement, preferably in microfinance, fintech, or banking.
3. Familiarity with WhatsApp Business, Meta Business Suite, CRMs, or chat management tools is a strong plus.

Key Competencies and Skills

1. Excellent written and verbal communication, especially in online text-based communication.
2. Sales-oriented mindset with a focus on lead nurturing and conversion.
3. Strong interpersonal skills with a customer-first attitude.
4. Ability to work with digital tools and multitask across platforms.
5. Time management and self-motivation to follow up with hundreds of leads efficiently.
6. Knowledge of microfinance products and customer behavior in underserved markets.