Customer Support Officer- Client Tickets

ABOUT THE COMPANY

WATU is a focus-driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life.
As Africa’s fastest growing Asset Finance company, we see the continent’s bright and prosperous future and want to be part of making it a reality.
Our vision is to provide asset financing for motorcycles and three-wheelers to those who understand when provided with the right tools can fulfil their dreams and the needs of their families and community.
We Empower Entrepreneurs by providing the means needed to move and improve lives.

JOB SUMMARY

RequirementsYou are passionate about our mission to empower entrepreneurs.A minimum of a Bachelor’s Degree or  Diploma in a Business related field.You bring at least one (1) year of working experience within the asset financing industry or call center as an intern or full-time employee. Self-motivated with high energy and ability to prioritize, meet deadlines, and flexibility to adopt fast-paced and dynamic working environmentsAbility to deal with challenging Customers through demonstration of high negotiation skills and ability to perceive, interpret, demonstrate, control, evaluate, and use emotions to communicate with and relate to Customers effectively and constructivelyExcellent communication skills and ability to build rapport, work and blend with a team of individuals from diverse backgroundsExcellent interpersonal skills with a spirit to go an extra mile and assist other team members and customers reach a win-win outcome.Ethical, compliant professional with no criminal records.Willingness to work various hours as business demands, including late nights, weekends, and holidays.

RESPONSIBILITIES

Make calls to clients to assist in registering ECitizen accounts as per the updated lists and incoming tickets in the officer portfolios and ensure all follow ups are done as per set processes and parametersEscalate difficult cases to the Supervisor to be handled as special cases as per set parametersAttend to all tickets assigned into the officer’s portfolio by making required checks i.e Mifos, E Citizen account registration, relevant required request documents and updating all activities in the LB Officer portfolioFollow up on returned cases in the portfolio and attend to as per stream processesHandle reception logbook queries in a timely and professional manner, issue transferred logbooks to clients at HQ office and update all activities in portfolio file Sort signed release documents from branches received from the branches and issue out for physical archiving Maintain the required ticket TAT as per set KPIsApprove logbook releases with 100% accuracy and maintain required TAT as per KPIs

REQUIRED SKILLS

Calendar management, Customer service, Office administration, management, Document and archive management

REQUIRED EDUCATION

Bachelor's degree