Job Summary

Responsible for all interactions with our customers.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 4 years

Job Description

About Lipa Later:

 

Lipa Later Limited is a Pan-African financial service provider that offers payment plans for consumers and businesses looking to buy and sell products and services in monthly installments.

 

About the Role:

 

Reporting to the Head of Customer Service, the CS agent will be part of Lipa Later Customer Service Team and will be responsible for all interactions with our customers. He/she is to ensure all of the questions, requests, and issues of the customers are answered and solved in a professional way with customer-centricity as our main driving force.

 

Reports to: Customer Service Lead

 

Customer Service Agent Responsibilities:

  • Attending to customers issues through inbound calls, social media platforms emails, and chats.
  • Customer management
  • Customer retention strategy implementation.
  • Provide product and service information to customers.
  • Product pitches and education on our products to customers.
  • Resolution and escalation of customer’s issues.
  • Contract preparation
  • Partner engagement
  • Upsell & Cross sale products and services.
  • Customer fulfillment and satisfaction
  • Assistance in customer experience initiatives
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines, and policies


Customer Service Agent Requirements:

 

  • Undergraduate degree in communications, marketing, advertising, public relations, media studies, business, and/or related fields.
  • More than 4 years’ customer support experience or experience as a client service agent
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Exceptional fluency (speaking, reading, writing, understanding) of Kinyarwanda & French required.
  • Ability to multi-task, prioritize, and manage time effectively


If interested, kindly send your CV with the subject lineCustomer Service Agent - Nairobi”.

 

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