Call Centre Agent - Service Charge Support

ABOUT THE COMPANY

Tatu City is part of Rendeavour, Africa’s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia and Democratic Republic of Congo. Rendeavour’s vision goes beyond alleviating what is a self-evident problem – that of stifling urban congestion and a dearth of quality housing and commercial property in Africa. Rather, we aim to help create the infrastructure – the living and working spaces, communities, schools and hospitals – that will help sustain and accelerate Africa’s economic growth, meet the aspirations of Africa’s burgeoning middle classes, and serve as a catalyst for further urban development.

JOB SUMMARY

The Call Centre Agent will serve as the first point of contact for property owners regarding service charge queries, payments, and related matters. The role involves handling inbound and outbound calls, providing accurate information, resolving customer issues, escalating complex cases, and ensuring a high level of client satisfaction.Qualifications & ExperienceDiploma or Bachelor’s degree in Business, Finance, Customer Service, or related field.Minimum 1–2 years’ experience in a call centre, customer service, or collections environment.Prior experience in real estate, property management, or financial services will be an added advantage.

RESPONSIBILITIES

Handle inbound calls from clients regarding service charge invoices, payments, arrears, and account statements.Make outbound calls to remind clients of due or overdue service charge payments and follow up on commitments.Provide clear explanations of service charge components, billing cycles, penalties, and account balances.Accurately log all client interactions in the system (CRM or ERP).Escalate unresolved queries to the relevant departments for further action.Share payment details with clients and guide them on proof of payment submission.Track and follow up on client concerns until resolution is achieved.Support debt collection efforts by professionally managing sensitive conversations with overdue clients.Identify recurring issues and escalate to management for process improvement.Maintain professionalism, empathy, and confidentiality at all times.

REQUIRED SKILLS

Customer support, CRM systems, Call center management, Account management, Empathy

REQUIRED EDUCATION

Diploma, Associate's degree