Customer Experience Officer at Northwave Credit Ltd

Responsibilities.

• Is the focal point of the customer and the company whereby he/she is in charge of ushering in customers and directing them to various departments.
• Generate leads, referrals, walk-ins and use market intelligence to achieve deeper relationship to achieve a one-time customer experience.
• Responsible for supporting business by on-boarding new customers.
• Responsible for the administration for the Petty Cash system as per company standards and requirements.
• Use tactical skill to analyze KYC, MPesa/ Bank Statements, data, fraud, loan applications and proactively identify and address issues pertaining to the Loan processes.
• To make use of our CRM system and other channels of servicing customers to ensure smooth business maximization of connection between customers and the company.
• To develop strong negotiations, excellence in product knowledge and selling skills to onboard all types of prospective customers to buy our products and services.
• Reach out to customers via phone call; verifying information regarding their account.
• To provide daily, weekly and monthly reports to the team based on Lead conversions, new business customer feedback and complaints.
• To receive, record customer interaction and details of actions taken. This will be recorded in a Customer Complaints Register and same noted on the CRM.

Minimum Qualification;

• Bachelor's degree/Diploma in a Business administration, Public relation or any other related field.
• Experience in customer service experience in the financial services industry.
• Professional marketing/ Business Development qualifications.
• Have strong customer service experience.