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Commission Based Call Center Agent
3 months ago
ABOUT THE COMPANY
4G Capital has supported micro-enterprises in Africa since 2013, providing financial literacy training with working capital loans to help small businesses grow sustainably. 4G Capital clients receive a bespoke programme of business training to help them use micro-loans to achieve much higher take-home earnings. 4G Capital’s proprietorial machine learning technology delivers high fidelity insights from traditionally data dark sectors. We design scalable credit products and services optimized for clients’ business risks, timescales and affordability. Training is delivered via mobile apps and face-to-face outreach. Using only mobile money, loans are accessed in under two minutes with either smart or feature phones.
JOB SUMMARY
4G Capital is a market leader in unsecured working capital solutions with a significant presence across multiple African countries. We empower micro and small businesses in Sub-Saharan Africa to grow and succeed by providing instant access to credit that unlocks business growth. Our products blend business credit with financial education to maximize the credit’s impact for business owners, and all are managed and delivered through our proprietary core banking platform.JOB TITLE: Commission-Based Call Center AgentREPORTING TO: Call Center Team LeadSITE LOCATION: Karen, NairobiAVAILABILITY: ImmediatelyPAY STRUCTURE: Performance-Based CommissionsCompany Purpose: To Unlock Human Potential for GoodCompany Mission: To Grow Business with Capital and KnowledgeCompany Vision: The first choice for MSME growth in AfricaPurpose of the positionTo manage delinquent customer portfolios and to recover any overdue monies in line with 4th Generation Capital policies.
RESPONSIBILITIES
To manage work queues to ensure all delinquent queues are actioned.All call information to be captured accurately.Make contact with defaulting customers by calling them with an aim of negotiating a settlement of the arrearsMonitoring collection accounts allocated on a daily basis and taking appropriate actions to ensure that the collection portfolio remains within acceptable limits through the application of sound credit judgment within policy guidelines.To investigate and resolve any customer queries and complaints through verbal or written correspondence in line with 4GCapital policies.To achieve the monthly collection targets.All communication whether written or oral to be in line with the 4G Capital quality standards.To be at work on time in line with your allocated shiftTo adhere to break schedules as defined in the shift patternsAll calls to be recorded and stored as defined in the 4G Capital policy.Identify and escalate deceased or disabled customers to collections management for review or collection termination.Work closely with the branches on their bad debt portfolioCompetencesHigh communications skillsExcellent time management skills and ability to multitask and prioritize workAttention to detail and problem-solving skillsProven sales/customer success/customer relations track record.Requirements6 months – 1 year of call Center experience preferably in collectionsA diploma/bachelors qualification in a business-related courseComputer literacyPrevious call center or collections experience in retail or financial services advantageousFluent in English (written and verbal) and Swahili will have an added advantage.Personal AttributesIntegrity and ability to work in a teamHigh motivationSelf-starter-functional problem solverProcess discipline- Ability to follow SOPsMore CompetencesTeam PlayerDetail orientationSelf-motivated and proactiveFlexibility and ability to adapt to changeProblem-solving / solution-driven / negotiationConfidentExcellent communication skills – articulate and well spokenKindly headline your application Commission Based Collection Agent (CBCC) Interviews, Training and Position will be in Nairobi.Disclaimer: 4th Generation Capital does not charge any kind of fee at whichever stage of therecruitment process and does not act through recruitment agents
REQUIRED SKILLS
Negotiation, Conflict and complaint resolution, Call center management, Customer support, CRM systems, Customer service, Call center operation (customer support), Payment collection, Communication
REQUIRED EDUCATION
Diploma, Associate's degree
