Customer Service Officer at Peoplelink Consultants Ltd

RESPONSIBILITIES

• Handle customer calls, WhatsApp messages, and SMS inquiries regarding installment plans, deposits, repayment schedules, and complaints.
• Send repayment reminders, follow up on initial overdue payments, log payment commitments, and escalate persistent arrears.
• Process authorized device lock and unlock requests, assist with payoff processes, and verify account information before processing.
• Respond to operational inquiries from partner shops and promoters regarding onboarding procedures and escalate system errors.
• Maintain accurate records of customer interactions, track recurring issues, and prepare regular customer service and collections reports.

Requirements

• Diploma or higher qualification in Business Administration, Customer Service, Communications, or a related field.
• 1-3 years of experience in customer service, telecommunications, fintech, lending, or phone-based collections. Fluency in English and Kiswahili.
• Familiarity with M-Pesa transactions and mobile money payment processes
• Basic computer skills and experience using customer service or CRM systems.