Customer Care Officer (cc03), DSM

WatuDar Es Salaam, Tanzania | United Republic OfOnsite

This job is no longer open

JOB PURPOSE

As a Customer Care Officer you will be responsible for representing Watu in bringing to life our client service philosophy within the assigned branch or office by delivering and maintaining a positive client experience to all our potential, new and existing clients in order to grow and expand our client base.KEY RESPONSIBILITIES:INBOUND AND OUTBOUND

Handling external communications with customers includes inbound and outbound calls and SMS from customers and handling their inquiries and complaints.
Telesales through outbound and inbound calls to generate leads and clients.
Building and maintaining clients and leads databases.
Regular follow up with leads generated through customer care log and convert them to clients.
Handling and resolving customer queries and complaints regarding product sales to customer service problems.
Providing customers with the organization’s service and product information.
Processing forms, orders, and applications requested by the customers.
Identifying, escalating priority issues and reporting to the high-level management.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Recording details of comments, inquiries, complaints, and actions taken.
Resolving all escalated queries related to payments, accidents, repairs and others from customers.
Managing administration, communicating and coordinating with internal departments.
Compiling data, preparing reports, weekly recollection etc.
Any Other duties as assigned by the management.

VERIFICATION

Verify all Watu Simu loan applicants on time.
Ensure all customers documentation are okay and adheres to the loan application requirements
Assist dealers troubleshoot any queries they might have with the system.
Assist customers with proper documentation where there might be an error.
Counter check the borrower and NoK details by making verification calls as per the guided script.
Informing the dealers when they feel they are going off course with the onboarding/verification process
Ensure that customers are aware on how to calculate the weekly installment and Total Repayment amounts
Ensure customers have been correctly and well informed about their loan, installments amounts, payment details and all other information as per the existing script guidelines.

Simu After Sales support

Customer Query Resolution: Address and resolve Watu App escalations by liaising with the Product team via the Jira account.
Support Query Escalations: Manage and track Service Center Swaps, Knox deletions, and IMEI Mix Up device swaps, ensuring timely resolution.
Simu Theft Case Handling: Upload loss reports, update LS, remove LS, and enable Nexus for affected clients.
Loan Rescheduling: Follow up on recovered device loans and coordinate adjusted loan repayment schedules.
Data Management & Reporting: Maintain accurate and updated records in the escalation sheet for tracking escalations and resolutions.

PerformanceAHTData CaptureQCPerformanceWeightPerformanceWeightPerformanceWeight0:02:3030%100%40%95%30%KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

Diploma; BSc in Marketing, Business or relevant field is a strong advantage
2+ years of working experience in the relevant field.
Proven experience as a customer service or telesales officer
Good understanding of office management, sales and marketing principles
Demonstrable ability to multi-task and adhere to deadlines
Able to react effectively and calmly in emergencies.
Able to maintain customer confidentiality.
Well-organized with a customer-oriented approach
Good knowledge of market research techniques and databases
Excellent knowledge of MS Office, marketing computer software and online applications (CRM tools)
Exquisite communication and people skills

WHAT WE OFFER:

Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those
Opportunities to learn and grow together with us
Competitive compensation package
Health benefits

Do you see yourself being part of the WATU team? Then please apply with your CV and a cover letter, we are looking forward to working with you!**Please be cautious, this vacancy does not require individuals to pay for job opportunities**

This job is no longer open

Life at Watu

Thrive Here & What We ValueDaily morning huddles | Weekly 1:1s with manager | Regular side-by-sides with operating teams | Work from home 1 day per week, travel ~10% | Only shortlisted candidates will be contacted.</s> | 1. Dynamic and Collaborative Working Environment | 2. ValueDriven Company with a Strong Growth Trajectory | 3. Attractive Medical Insurance Package, including Family Coverage | 4. Generous Leave Allowance and Additional Employee Benefits | 5. Opportunity to be Part of a Leading Asset Finance Company in Africa</s> | 1. CustomerCentric Approach | 2. FocusDriven Company | 3. Commitment to Empowering Entrepreneurs | 4. Rapid Business Growth | 5. Community Engagement and Commitment</s> | 1. Be a part of an international, dynamic, and driven team that has set their aspirations high and work hard to achieve those | 2. Opportunities to learn and grow together with us | 3. Competitive compensation package | 4. Health benefits</s> | 1. Collaborative and supportive work environment | 2. Opportunities to learn and grow together with us. | 3. Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those.</s> | 1. Passion for financial technology and commitment to driving financial inclusion | 2. Proven experience in managing and motivating highperforming sales teams | 3. A knack for thinking outside the box, exploring new avenues, and staying ahead of curve | 4. Exceptional customer relationship skills and a genuine desire to make a positive impact on people's lives | 5. The ability to thrive in a dynamic, fastpaced environment and embrace change as an opportunity | 6. Learn and grow with Watu. We empower our employees to be the leaders our people want to follow. | 7. Keep updated on any changes in policies, schedules and product knowledge to the team.</s> | 1. Focusdriven and customer-centric | 2. Believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life. | 3. Sees Africa's bright and prosperous future and wants to be part of making it a reality. | 4. Empowers Entrepreneurs by providing the means needed to move and improve lives. | 5. Growing rapidly, currently based in Kenya, Uganda, Nigeria, Sierra Leone and Tanzania, with over 2000 employees globally. | 6. Ambitious and creative team of smart individuals who make a difference. | 7. Values integrity, empathy, independent problem solving, humility, motivation, resultdriven, people & leadership skills. | 8. Embraces, leads and embeds change. | 9. Actively demonstrates the values of Watu. | 10. Leads, attends and participates in team meetings. | 11. Motivates, coaches and develops others. | 12. Strong Ethics and Standards.</s> | 3. Sees Africa’s bright and prosperous future and wants to be part of making it a reality | 5. Passionate about finance, technology, and driving financial inclusion</s> | 1. Collaborative work environment | 2. Emphasis on continuous learning and development | 3. Focus on innovation and creativity | 4. Encouragement of open feedback and constructive criticism | 5. Strong commitment to customer satisfaction</s> | 1. Equal opportunities employer | 2. Vibrant company where ideas and passion are welcomed | 3. Commitment to Empower Entrepreneurs by providing the means needed to move and improve in their lives. | 4. Pioneers of Africa’s movement toward ‘clean and green mobility’ through financing of new electric motorbikes.</s> | Mission-driven and customer-centric company | Empowers entrepreneurs to start, grow, and achieve their goals in life | Commitment to quality and reliability of information systems through automated testing processes | Focus on maintaining high standards of software quality, optimizing testing workflows, and proactively identifying potential issues to minimize risk | Collaborative environment with cross-functional teams | Willingness to learn and adapt to new tools and technologies | Code review and refactoring skills with a focus on optimization</s> | 1. Focusdriven and customer-centric company | 2. Committed to aiding entrepreneurs achieve their financial goals | 3. Rapidly growing business with over 300,000 customers | 4. International, dynamic, and driven team | 5. Opportunities for learning and growth together with the company | 6. Competitive compensation package and health benefits</s> | 2. Belief in Everyone Deserving Entrepreneurial Opportunities | 3. Africa's FastestGrowing Asset Finance Company | 4. Vision to Provide Asset Financing for Motorcycles and ThreeWheelers | 5. Empowering Entrepreneurs by Providing the Means Needed to Move and Improve Lives | 6. Dynamic Team of Smart Individuals | 7. Ambitious and Creative Team | 8. Proactive and SelfMotivated Employees | 9. Continuous Improvement in Efficiency, Productivity, and Customer Experience | 10. Training Sessions Offered for Skill Development and Knowledge Sharing</s> | 1. MissionDriven: Empowering Entrepreneurs | 2. CustomerCentric Approach | 3. Passionate about our mission to empower entrepreneurs | 4. SelfMotivated and Flexible Work Environment | 5. Strong Leadership Skills and Teamwork | 6. Ethical and Compliant Professional with no criminal records. | 7. Fastpaced and Dynamic Working Environment | 8. Focus on Continuous Improvement and Innovation.</s> | Equal opportunity employer and maintains a zero-tolerance policy towards corruption | Strongly encourages women and persons with disabilities who meet the job requirements to apply | Does not charge any fees at any stage of the recruitment process | Disqualifies individuals found engaging in canvassing or lobbying practices | Only shortlisted candidates will be contacted for interviews.

Customer Care Officer (cc03), DSM

Life at Watu

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