Customer Support Representative at PalmPay

Duties And Responsibilities

• Attend to Customer Service Cases using the dedicated customer care channels.
• Answer calls using the appropriate forms and trackers to record information and assist customers.
• Update all forms and trackers continuously and propose improvements.
• Ensure the customer database is always up to date.
• Support customers on operational issues such as interacting with the product, FAQ’s, troubleshooting etc.
• Support customers with technical issues and be confident when troubleshooting and escalating challenges to the support team.
• Support on tracking customer repayment and follow up with all escalations.
• Follow-up with customers for feedback on customer satisfaction.
• Assist with market research efforts that require the use of contact center or customer follow-up.
• Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.
• Support in setting up and improving functionalities on new platforms.
• Coordinate with the rest of the team, give updates on key metrics, and forward important information to the relevant parties.

Palmpay Ambassador.

• Always maintain the integrity and be a positive ambassador for Palmpay
• Strive for continuous improvement of the services that we offer our customers
• Maintain an open and receptive attitude when receiving feedback and suggestions

Skills And Experience

• Experience in customer service, preferably in the FMCG, Fintech and Banking Sector
• Strong interpersonal skills
• Good attention to detail
• Good communication skills (written and oral)
• Fluent in English and Kiswahili

Customer first Initiative:

• Solve or escalate non customer friendly experiences and actions.
• Drive customer first initiatives in order to deliver exceptional Service

Desired Skills and Experience

• Minimum degree in Communication, Information Technology (IT), and public relation, Social Sciences, or a degree in any other business-related field from a recognized institution.
• A substantial experience of not less than 2 years with at least 2 years’ experience in the same field/ environment will be an added advantage.
• Demonstrate previous technical support experience within Call Centre or service sector.
• Experience at technology-oriented service firms; Mobile Telephony, BPO Call Centers, etc. Will be an advantage.

Knowledge

• Excellent written and verbal communication skills
• Decision making skills
• Ability to build relationships with internal and external partners
• High attention to detail
• Well-developed coaching skills
• Excellent organization skills - able to prioritize
• Flexible and adaptable approach.