What you will do:
Complaint Handling:
- Serve as the primary point of contact for escalated customer complaints.
- Log, track, and monitor the progress of complaints using ERP systems.
- Liaise with internal departments (e.g., Debt collection and logbook department) to investigate and resolve complaints effectively.
- Provide timely feedback to customers, keeping them informed throughout the resolution process.
- Ensure all complaints are resolved in compliance with company policies and service standards.
- Ensure to respond to clients inquiries on email, WhatsApp and other platforms
Request Management:
- Process and coordinate customer requests related to account updates, service changes, and product inquiries.
- Verify the accuracy of customer information and ensure proper documentation for each request.
- Follow up with relevant teams to ensure requests are addressed promptly and satisfactorily.
Administrative Support:
- Maintain accurate and updated records of complaints and requests in the ERP system.
- Assist in drafting customer-facing documents such as email templates, service updates, statements and response guides.
Customer Engagement and Retention:
- Work closely with the customer care team, branches and the overall company to improve the overall customer journey.
- Identify opportunities to enhance the customer experience based on feedback from complaints and requests.
- Proactively suggest solutions or recommendations to prevent recurring issues.
Process Improvement:
- Contribute to the development of standard operating procedures (SOPs) for complaint resolution and request handling.
- Collaborate with other departments to improve internal workflows and enhance service delivery.
What you will need:
- Diploma/Degree in Business Administration, or related field.
- Strong desire to learn along with professional drive.
- Excellent communication and interpersonal skills.
- Strong analytical & problem-solving skills.
- Excellent computer skills.
- Ability to adapt quickly and work independently.
- Fluent in English and Swahili.