Job Opportunities at Yellow Pages Kenya

Position Overview:

• The Debt Collector is responsible for contacting individuals or businesses who owe money to the company and negotiating payment arrangements. This role requires effective communication skills, problem-solving abilities, and the ability to handle sensitive situations professionally. The Debt Collector will work to reduce outstanding debt while maintaining positive relationships with clients or customers.

Key Responsibilities:

• Debt Collection: Contact debtors by phone, email, or written communication to negotiate repayment of overdue accounts in a professional and empathetic manner.
• Account Management: Maintain and update accurate records of all collections activities, ensuring proper documentation of payments, promises to pay, or disputes.
• Negotiation & Payment Plans: Negotiate payment terms or settlement offers and work with customers to create affordable and agreeable payment plans.
• Resolve Disputes: Address and resolve disputes related to debts by researching accounts, investigating discrepancies, and working with the debtor to resolve issues.
• Maintain Compliance: Ensure all debt collection activities comply with relevant laws and regulations (e.g., Fair Debt Collection Practices Act in Kenya, or other local regulations).
• Track Progress: Monitor and report on collection efforts and outcomes, working closely with the collections manager to meet targets and deadlines.
• Customer Service: Provide excellent customer service while maintaining a professional demeanor even when dealing with difficult situations.
• Cross-functional Collaboration: Work with the legal and finance departments when necessary, especially in cases requiring litigation or more complex resolutions.

Key Requirements:

• Experience: Proven experience in debt collection, customer service, or related fields. Experience with financial products or services is a plus.
• Skills: Strong communication, negotiation, and problem-solving skills. Ability to handle stressful situations with professionalism.
• Knowledge: Familiarity with debt collection laws and regulations is essential.
• Technology: Proficiency in using collections software, CRM systems, and MS Office tools (Excel, Word).
• Attention to Detail: Ability to manage large volumes of accounts and maintain accurate records.
• Persistence: A strong drive to achieve results and meet collection targets.

Qualifications:

• High school diploma or equivalent (required); Associate’s degree or higher in business, finance, or a related field.
• Previous debt collection experience (1-3 years) preferred.
• Knowledge of relevant legislation, including the Fair Debt Collection Practices Act (FDCPA) or other applicable regulations.
• Fluency in English and Kiswahili.

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Description

• The Web Developer will be responsible for ensuring client satisfaction across the customer journey—combining customer relationship management with technical oversight of digital product delivery. You will lead a multi-disciplinary team of developers, designers, marketers, and customer success agents to implement and optimize Yellow Pages digital solutions (e.g., Yellow Connect, SEO, Paid Ads, Web Development, Email Marketing).

Key Responsibilities

Customer Success Leadership

• Act as the primary contact for high-value accounts, ensuring proactive and solution-oriented client engagement.
• Drive onboarding, product adoption, and retention strategies across all digital services.
• Analyse customer journeys, implement churn prevention tactics, and ensure timely resolution of issues.
• Develop upselling and cross-selling strategies using product knowledge (e.g., YellowSpot, SEO, Yellow Connect, Email Marketing).

Team & Project Management

• Lead a cross-functional team (developers, content creators, campaign managers).
• Assign tasks, monitor timelines, and ensure delivery of web and digital marketing projects.
• Represent the Customer Success team in executive and client meetings.
• Foster a collaborative and feedback-driven team culture.

Web & Product Fulfillment Oversight

• Oversee delivery of digital assets (e.g., websites, landing pages, SEO configurations).
• Ensure integration of marketing tools (e.g., Google Analytics, Tag Manager, Email Campaigns).
• Liaise with internal creative and technical teams to maintain high-quality standards.

Data, Reporting & Insights

• Generate and present client performance reports: website traffic, SEO KPIs, campaign ROI, etc.
• Maintain fulfillment dashboards and customer success KPIs to track efficiency and satisfaction.
• Provide data-driven recommendations to improve customer retention and lifetime value.

Required Qualifications

• 3- 4 years in customer success, project management, or digital delivery at an agency.
• Proven experience leading client engagements and managing web development projects.
• Excellent communication, analytical, and problem-solving skills.
• Proficient in project and task management tools (e.g., Trello, Jira, Asana).
• Familiarity with modern web technologies (HTML, CSS, JS, WordPress, Webflow, etc.).
• Working knowledge of CRM systems, Google Suite, and performance tracking tools.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or related field.
• Experience with design tools like Figma or Adobe XD.
• Experience in managing SEO/Ads/Email/Social Media campaigns.
• Knowledge of AI integration in customer success is a plus.