Customer Engagement and Collections at Zamara Kenya

Main Purpose of the Job- (Job Summary)

The Customer Engagement and Collections Representative role will be an integral part of the Customer Engagement and Collections team and will report to the Head of Customer Engagement and Collections. This will be a permanent role that will involve a variety of functions in customer engagement, defaulted clients follow-up and collection, customer data collection, analysis, and reporting across different communication channels. The role requires an individual who is attentive to detail, is an active listener, is agile, loves collaborating with other people on tasks, is respectful but presents their own perspective, and is dedicated to hard work in a fast-paced environment.

Main Responsibilities

• Professionally handle incoming requests or queries from customers and ensure issues are resolved both promptly and thoroughly in a timely manner either via phone, email, and chat.
• Handle complaints; provide appropriate solutions and alternatives within the time limits.
• Handle defaulted clients’ portfolios by coming up with collection strategies and following up on clients’ repayments in order to meet set collections targets.
• Thoroughly and effectively gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking.
• Attract potential customers by answering product and service questions in regard to services offered; suggesting information about alternative services.
• Resolves 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.
• Provide feedback to managers on how to improve service level and operational standards as per customer feedback.
• Build sustainable relationships of trust with customers through proactive, open, and interactive communication.
• Managing yourself and tracking progress with CRM software or any other ERP to be provided by management.
• Conduct and compile results that relate to customer engagement surveys with the specifications given by the manager.

Skills and Qualification’s

• Bachelor's degree and/or Diploma
• More than a year of experience handling a defaulted client's loan book and working as a customer engagement agent handling different communication channels.
• More than a year of experience
• Excellent analytical skills
• Excellent computer skills in Microsoft Office (Excel and Word)
• Fluent spoken and written English, Luganda, and Kiswahili
• Motivated and able to self-manage and work independently