JOB DETAILS:
JOB PURPOSE:
This position entails active engagement with all potential, new and existing clients, timely provision of product/services information and resolution of any emerging challenges that clients may encounter with accuracy and efficiency.

KEY RESPONSIBILITIES:
• Representing Watu Credit Ltd and implementing the Company’s Customer Care plan within the assigned mandate.
• Manage large amounts outbound calls to clients on different topics such as insurance renewal, ownership transfer, product and service evaluations in a timely manner
• Receiving inbound calls and responding to customer service account inquiries on account balances, transaction details, statements and fees and charges.
• Maintain an up-to-date client database
• Make follow-up calls to customers who have questions or concerns related to their purchase experience or product use and when problems arise on customer accounts.
• 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.
• Escalating unresolved and high priority calls to the supervisor for resolution.
• Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information.
• Carrying out customer satisfaction surveys to help to identify process and/or product improvement areas.
• Educate customers on benefits of value-added services.

• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
• Take part in training and other learning opportunities to expand knowledge of the company and position.
• Provide feedback on the efficiency of the customer service process.
• Performing any other duty as may be assigned from time to time.

JOB REQUIREMENTS
• Bachelor’s Degree in any related field
• Experience in handling large amount of calls both inbound and outbound to clients
• Should be well conversant in Language such as English, Luganda, Alur, Lango, Lugbar, Madi & Acholi
• Should be Flexible & able to work in shifts (Day & Night)
• Organizational and strong communication skills
• High level of integrity and accountability
• Detail-oriented, with a highly developed sense of reliability and accuracy
• Ability to work independently with limited follow-up
• Strong analytical and problem-solving skills
• Experience and proficiency in excel and any other computer software (s)