1.     Key Duties and Responsibilities

The successful candidate will be responsible for:

• Handle customer inquiries via calls, emails, chat, and social media.
• Assist with loan application processing and KYC verification.
• Resolve complaints and escalate complex issues.
• Promote Zenka’s loan products and referral programs.
• Maintain accurate customer records and ensure data confidentiality.
• Educate customers on responsible borrowing and repayment options.
• Collaborate with teams to enhance customer experience.

2.     Minimum Requirements

• Diploma or bachelor’s degree in business administration, Finance, Economics, Customer Service, or a related field.
• At least one (1) year of experience in debt collection, customer service, call center operations, or a related role.
• Ability to work in a dynamic operational environment with flexibility to support extended business hours, weekends, public holidays, and rotational schedules.
• Strong negotiation, communication, and interpersonal skills.
• Proficiency in CRM tools and Microsoft Office applications.
• Ability to handle challenging conversations professionally while maintaining a customer-focused approach.