Jobs at SunCulture Kenya Ltd

About The Role

Reporting to the Operations Manager, the Service Center Associate will manage our Nakuru Service Center. They will also be required to troubleshoot and escalate various customers’ complaints across a number of communication channels. To perform well in this role you need to have experience in working with computers with a big appetite to learn.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Keeping records of customer interactions, comments, and complaints.
• Providing feedback on the efficiency of the customer service process.
• Knowing our products inside and out so that you can answer questions.
• Acknowledging and resolving customer complaints within stipulated SLAs.
• Communicating with customers through various channels.
• Responding promptly to customer inquiries.
• Monitor and report on weekly service centre performance by analyzing daily customer activity.
• Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or Exceeded.
• Ensure service centre operational standards are adhered to
• Be the lead in monitoring and maintaining the required stock levels at the service centre by conducting regular stock takes and checks.
• Ensuring the service centre is clean and presentable to new and existing customers as maintaining the organization's reputation is key.
• Assist in sales/after sales requests placed by various customers.
• Lead by providing training and development to struggling customers.
• Follow up on customer issues to resolution by following the stipulated aftersales escalation process.

Does this sound like you?

• Proven experience in a sales or marketing role
• Proven track record of successfully meeting sales quota
• Strong leadership abilities and outstanding interpersonal skills.
• Ability to think and plan strategically, plan, manage and act to achieve set outcomes
• Ability to work under deadline pressure and meet targets.
• Passion for irrigation and in-depth knowledge of the industry and current trends adaptable for SunCulture
• Independent thinker with proactive decision-making capabilities
• Comfortable with ambiguity and experience working in a dynamic environment
• Have the ability to handle pressure, keep a cool temper, and handle rejection gracefully.
• Be organized and be an expert in time management- both at personal and team levels
• A diploma or degree is an added advantage.

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Key Responsibilities

• Project relevant trends that affect the collectibles of the PayG portfolio in early arrears and isolate potential problem areas.
• Monitor PayG loan repayments and initiate/recommend a course of action.
• Conduct field customer visits (on a need basis) and telephone calls to follow up on payments and collect from PayG debtors.
• Execute the institution strategy in reducing the Non-performing PayG portfolio at the same time report on early loan arrears collections on a regular pre-determined basis and provide information for business reporting.
• Ensure over 1-90-day arrears management for all disbursed PayG loans is fully executed.
• Ensure a record is maintained with track of all the recovery progress for all PayG loans in arrears.
• Ensure weekly arrears reports are prepared for all the Relationship Managers & regions and follow up with them to ensure full repayment.
• Ensure demand notices are prepared and ensure that they are forwarded to the defaulting PayG customers.
• Ensure an up-to-date register on loan-related insurance claims is maintained and ensure prompt reimbursement from underwriters.
• Monitor debt collection response cycles and contacts as well as credit control performance for PayG loans in early arrears.
• Manage resource scheduling and the determination of priority of work and procedures to maximize production output and success levels for the credit collection Relationship Managers.
• Report and monitor all risks associated with debt collection.
• Generate compliance reports for use in decision-making and performance appraisals.
• Perform any other duties within the scope of this position.

Qualifications And Experience

• Business-related degree, CPA qualification is an added advantage.
• Over 4 years’ experience in debt collection and recovery environment (Practical experience in Lending and recovery).
• Knowledge in credit management and banking is an added advantage.
• Knowledgeable on the Financial Services, Micro Finance and consumer lending sectors is a must.
• Hands-on leadership, team management, and people development skills.
• Ability to work in a dynamic environment in a small team and enjoy multi-tasking and working under pressure to achieve deadlines.
• Good team player with a commitment to value-based leadership.
• Credibility and flexibility to deal with people at a variety of levels and cultures.
• High business acumen, analytical and budgetary skills
• Quick learner, capable of grasping the structures at SunCulture and the market.
• Excellent presentation, communication, planning, and organizational skills.
• Strong relationship-building skills with a high degree of responsiveness, reliability, and integrity.
• Self-motivated with persuasive, enthusiastic, and client-centric focus.
• Ability and willingness to travel as required.
• Comfortable with ambiguity and able to plan, be organized, and adhere to deadlines
• Proactive, collaborative, organized, curious, problem solver with a “can-do” attitude
• Agile with the ability to work in a fast-paced tech environment