Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer enquiries, complaints and service requests while maintaining a high level of customer satisfaction.
• Make outbound calls to existing and prospective customers to promote products, services and offers.
• Follow up with customers on outstanding payments, overdue accounts and payment commitments.
• Conduct call-centre collections and recovery activities in line with approved procedures.
• Negotiate payment arrangements and follow up on agreed commitments.
• Identify customer needs and recommend appropriate products or services.
• Maintain accurate records of customer interactions, sales and collection activities.
• Escalate complex customer complaints and issues to the relevant departments.
• Meet and consistently achieve customer care, telesales and collections KPIs.
• Maintain professionalism, confidentiality and a positive customer experience during all engagements.

Requirements

• Diploma or Degree in Business Administration, Marketing, Communications, Customer Service or a related field.
• 2+ years of experience in customer care, telesales, call-centre operations or collections.
• Proven experience in telephone-based sales and customer engagement.
• Strong experience in call-centre collections, debt recovery or payment follow-up.
• Experience in digital lending, mobile finance, telecommunications or related sectors is highly preferred.
• Previous experience with companies such as Tala, Watu Credit or similar credit/lending organisations will be an added advantage.
• Excellent verbal communication and interpersonal skills.
• Strong persuasion, negotiation and objection-handling skills.
• Target-driven, resilient and able to work under pressure.
• Good computer skills and familiarity with CRM/call-centre systems.
• Strong customer service orientation with the ability to handle difficult customers professionally.