Job Title: Customer Service Officer
Job Grade: Grade 6
Department: Commercial Services
Section / Unit:
Reporting Relationships
Reports to:
Direct reports: N/A
Company Overview
MFS is a Fintech company
with a passion for “Transforming Lives Through Financial Inclusion”. We are a
market leader in the mobile lending space, having begun our journey with Banks
and SACCOs in 2014. Since then, MFS has transformed itself into an integrated
financial services entity, helping to grow the lives of millions of micro-entrepreneurs
across Africa.
Key Responsibilities
1. Ensure that customers
make buying decisions armed with the right amount of information.
2. Analyze customer’s complaints and
recommend solutions.
3. Discuss with customers on telephone and
provide information on the company’s
products and services.
4. Record all conversations with clients
with details of inquiries or complaints and action steps that were taken.
5. Understand the company’s insurance
policies and products and be able to tell
whether a policy covers a type of loss or
not.
6. Call up customers who had previously
called to complain to know if their challenges have been resolved and to ensure
that they are satisfied.
7. Take S.O.S calls from clients that have
been involved in an accident, vehicle breakdown, or clients who need assistance
with their vehicles and mobilizing help for such clients.
8. Communicate changes or adjustment in
policies to clients.
9. Send newsletters, mails, and other
forms of correspondences to customers.
10. Receive reports of claims and
communicate reports of investigation to the clients.
11. Forward all filed claims to the
appropriate department for handling and investigation.
12. Assist in soliciting sales of new
products and policies.
13. Liaise with other departments and
provide support to them.
14. Assist clients in filling of policy
documents and contact them whenever any error is discovered, or when it needs
to be corrected.
15. Offer information about price quotes
to prospective customers.
16. Liaise with the company’s insurance
agents and process all orders made via
telephone.
17. Manage and protect the reputation of
the company.
18. Maintain strong clientele relationship
with customers.
Job Competencies (Knowledge, Experience and Attributes/Skills)
Academic Qualifications and Experience
• Degree or Diploma
Holder Ability to multi-task.
• Proven customer support experience or
experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and
active listening
• Familiarity with CRM systems and
practices
• Must have been an Agent for a minimum 1
year.
• Computer Literate
• Previous Working Experience in an
Insurance Contact Centre is an Added Advantage
Competencies and Attributes/Skills
• Ability to multi-task,
prioritize, and manage time effectively.
• Ability to handle and pacify difficult
customers.
• Effective communication skills – both
verbal and non-verbal.
• A good memory for remembering data and
details.
• Able to put in flexible working hours.
• Ability to cope in a fast-paced job
environment.
• He/she must be able to critically
analyze all situations and solve problems efficiently.
• Interested in providing Excellent
Customer Service and Sales
• Customer orientation and ability to
adapt/respond to different types of characters.
Approvals
Name Signature Date
Job Holder:
Supervisor:
How To Apply
Interested candidates
should send their applications to recruitment@mfs.co.ke by 7th July 2021
