• Inbound: Serve customers by determining requirements; answering inquiries; resolving problems; fulfilling requests
• Outbound: Interact by phone with clients for collection purposes

• Reports To: Call Center Manager

• Undergraduate degree in business or related course

Minimum Required Experience:

• 2 Years’ Experience in a call centre environment is preferred

• Customer focused
• Strong communication skills (Verbal and Written)
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Planning and organizing
• Self starter/ Goal focused / Target driven
• Strong interpersonal skills – to understand customers’ inquiries or complaints and deal effectively with people who may be worried, frustrated or angry
• Problem solving ability
• High Integrity
• High level of computer literacy and must have good knowledge of telephone and computer systems so they can use call center systems efficiently
• Must be able to learn quickly so as to acquire the product knowledge to answer customers’ questions accurately.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Must possess and be able to demonstrate strong influencing and closing skills.

• Initiating calls to customers to arrange regular payments and payment mechanisms with the customer by Engaging in “Promise to Pay” arrangements with clients in arrears.
• Update the master sheet accurately and effectively with customer information and call outcome as required
• Liaise with the Finance department to confirm payments from clients against the bank or MPESA statement, where the client entered into a P2P with the Call Centre.
• Liaise with the branches to manage and monitor collections progress for clients contacted.

• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests;
• Responsible for contacting clients to seek feedback on the organizational services i.e. measuring the level of customer service;
• Identify areas of concern from client feedback calls and escalate the information to the relevant departments for further action;
• Responsible for forwarding positive feedback from client feedback calls to the relevant departments, where necessary.