Title: Customer Service Executive
Job Type: Entry Level,
Industry: Finance,
Location: Nairobi,
Salary: Competitive,
Reports to: Customer service Team leader,
Our client is a leading
Credit Management Firm providing complete debt recovery solutions in Kenya and
the larger East African region.
They seek to hire Customer Service Executive who will be tasked with handling
all Customer Care interactions by providing consistent standards of service to
Client and ensuring customer satisfaction
Key Responsibilities
- Participate as an active member of the Customer
Care team and Communicate in a positive, professional style
- Take responsibility for resolving customer queries
and ensure security and confidentiality of information
- Be knowledgeable on all company and client related
information
- Prepare to respond to customer contact within
defined time-limits
- Acknowledge Customers and greet using the standard
corporate greeting
- Elicit and verify information from customers (if
applicable)
- Provide
Information and/or educate customer and Provide requested service to
clients
- Record
and capture customer details accurately and be at a point to effectively
retrieve information using appropriate systems
- Correctly
classify all reasons for contacts
- Initiate
the clearance process on cleared debts once you receive payment proof and
have the same shared to relevant clients.
- Provide
customers with their correct account details e.g. loan balance and account
numbers.
- Maintaining
data integrity and keep customer details confidential.
- Responding
to all customer correspondences via e-mail, telephone and postal mail.
- Attend
daily briefing sessions with team
- Document,
analyse and interpret daily individual reports
- Provide
daily feedback on performance in relation to pre-defined standards and
measures
- Adhere to Customer Care (Outbound) schedule and
professional attitude
- Escalate complex cases and liaises with The Team
Leader to resolve customer queries and meet their expectations.
- Provide feedback, suggestions and actively
participate in Team activities
- Promote high performance and customer centric
culture that is open and transparent
How to Apply
If you are up to the challenge, possess the necessary
qualification and experience; kindly send your CV quoting the job
title (Customer Service Executive) to careers@finleyltd.co.ke by Friday 4th September 2021.
Only shortlisted candidates will be contacted.
