Customer Care Call Centre Intern at Watu Credit Limited

KEY RESPONSIBILITIES:

• Take part in training and other learning opportunities to expand knowledge, keeping both the company and customer updated on product knowledge and services.
• Receive inbound calls and make outbound customer calls on diverse topics such as insurance renewal, ownership transfer, product and service evaluations in a timely manner as per the approved call scripts.
• Document all customer interactions in the Customer Care Log through the Customer Care Ticketing System
• Receive and respond to customer service account inquiries on account balances, transaction details, statements and fees and charges with the guidance from FAQs
• Initiate required action for response to all customer service requests through Tickets such as logbooks, insurance claims, number and plate requests by raising the relevant tickets to the appropriate personnel/departments.
• Make follow-up calls to customers who have questions or concerns related to their acquisition experience or product use and when problems arise on customer accounts.
• Resolve 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.
• Escalate all unresolved customer complaints by sending Complaint Escalation Tickets immediately
• Obtain customer feedback on product and service delivered through diverse techniques such as customer surveys to help to identify process and product improvement areas when required.
• Educate customers on benefits of value-added services and recommend relevant product offers.
• Meet or exceed Call Center metrics while providing excellent and consistent customer service by understanding Key Performance Indicators (KPIs).

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Excellent communication and presentation skills including written communication
• Integrity, enthusiasm and passion for continuous learning and development
• Strong interpersonal skills and ability to work harmoniously in an organization with diverse business operations
• An effective self-starter able to multitask and successfully operate in a fast paced, team environment
• Flexible and adaptable to changing priorities, able to effectively deal with people at all levels inside and outside of the Company
• Diploma in a relevant field

WHAT WE OFFER:

• Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those
• Opportunities to learn and grow together with us
• Competitive compensation package
• Health benefits