Digital Call Center Agent at Yehu Microfinance Services Limited

About the job

• Being the primary Customer Care Representative at Yehu Microfinance Services Limited, the role is responsible for providing service request support and feedback to our clients in a manner that their needs are met efficiently. This entails being the focal point of contact for our customers, handling their inquiries, addressing service concerns, and providing guidance on access to financial products and services. The role is crucial in maintaining strong customer relationships and furthering our customer satisfaction ratings and will also be responsible for providing customer feedback reports for improvement of products and service delivery.

KEY SPECIFIC RESPONSIBILITIES

Customer Service.

• Deliver outstanding customer service by responding to customer inquiries, resolving issues, and providing accurate and timely information on microfinance products, services, policies, and procedures.

Business Efficiency and Management of Digital risk.

• Sustenance of data integrity on the CRM through analysis of real-time data (repayments) update.
• Assessment/mitigation of potential and real digital risks including detection and reporting of fraud.

Addressing Client Complaints and Concerns.

• Receive and document customer complaints, investigate and collaborate with relevant departments for resolution, and ensure complaints within service charter timelines.
• Provide feedback on YSML engagement with clients on products and services.
• Through well analyzed reports, translate customer feedback into opportunities of tailormade solutions for business growth.

Undertake an active role in marketing of Yehu products and services.

• Proactively influence the uptake of products through targeted marketing using CRM data.

KEY QUALIFICATIONS

• Sound knowledge of microfinance products, services, and the financial services industry in Kenya.
• IT proficient - Experience using Customer relationship management (CRM) software will be an added advantage.

BEHAVIORAL COMPETENCIES

• Excellent interpersonal and communication skills, both written and verbal, with the ability to engage effectively with diverse customers.
• High level of integrity, professionalism, and confidentiality in handling customer information.
• Ability to work in a fast-paced environment, multitask, and meet deadlines.
• Strong problem-solving and conflict resolution abilities, with a customer-focused mindset.

ACADEMIC QUALIFICATIONS

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field is preferred.

DESIRED WORK EXPERIENCE

• At least 2 years working in a comparable role, preferably in Financial Services.