Call Centre Agent

1 day ago

Nairobi, Nairobi Area, Kenya Unifi Full time 120,000 - 240,000 per year
About
Unifi is a fast-growing finance and technology company operating in Kenya, Zambia, South Africa, Uganda and Tanzania. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

The Role
We are looking for energetic individuals with a good understanding of customer service principles
and best practices to form part of our customer service call centre team.

Responsibilities
Operational
a) Answer incoming calls and respond to clients.
b) Manage and resolve client's complaints
c) Sell and market Unifi Credit products to customers.
d) Identify and escalate issues to supervisors.
e) Provide product and service information to clients.
f) Research required information using available resources.
g) Research, identify, and resolve client's complaints using applicable system.
h) Process, queries, and applications (Employment verification, New employer and Data
check).
i) Route calls to appropriate personnel.
j) Document all call information according to standard operating procedures.
k) Recognize, document, and alert the management team of trends to clients calls.
l) Follow up and encourage clients to make timely loan repayments/payables/arrears.
m) Complete call logs and reports.

Other
a) Actively participate in all brand awareness and marketing activities
b) Maintain thriving relationships with customers and stakeholders.
c) Make Unifi a fun place to work

Requirements
Experience in a customer facing service role.
A relevant diploma or degree preferred but not required.

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