Customer Service Agent

Key Responsibilities

• Respond to customer inquiries via phone calls, email, live chat, SMS, and social media channels in a timely and professional manner.
• Guide customers through loan applications, repayments, account management, and general platform usage.
• Resolve customer concerns and complaints efficiently while maintaining a positive customer experience.
• Troubleshoot app-related issues and escalate technical concerns to the relevant departments.
• Verify customer information and ensure compliance with company policies and regulatory requirements.
• Follow up on customer requests, pending issues, repayment reminders, and account updates.
• Accurately document all customer interactions and maintain up-to-date records in the CRM system.
• Identify recurring customer concerns and provide feedback to management for service improvement.
• Participate in outbound customer engagement activities, including reminders, surveys, and follow-up campaigns.
• Meet individual and team service quality standards, productivity targets, and customer satisfaction goals.
• Support the Collections team with customer follow-ups, repayment reminders, and account clarifications when required.

Qualifications and Experience

• Diploma or Degree in Business Administration, Communication, Customer Service, Marketing, or a related field.
• Minimum of two (2) years' experience in customer service, call center operations, digital lending, fintech, telecommunications, banking, or microfinance.
• Excellent verbal and written communication skills.
• Proficiency in smartphones, mobile applications, CRM systems, and basic computer applications.
• Strong problem-solving, interpersonal, and customer-handling skills.
• Ability to work effectively in a fast-paced and target-driven environment.
• High level of integrity, professionalism, and attention to detail.
• Experience handling high-volume customer interactions is an added advantage.
• Internship experience in a similar environment will also be considered.