Senior Customer Care Officer at Crowdforce

Job Purpose

• You will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
• The target is to ensure excellent service standards and maintain high customer satisfaction.
• If you are a problem solver with good communications and time management skills, we would like to meet you.

Key Areas of Responsibility

• Supervise a team of customer support agents.
• Ensure customer support team maintain standard quality of service.
• Assist field agents to solve transaction issues.
• Effectively manage large amounts of incoming calls.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow-up to ensure resolution.
• Ensure to maintain open communication and customers thorough regular feedback via discussions, questionnaires, phone calls etc.
• Take records of all customer inquiries and complaints, capturing and disseminating technical and business information.
• Create and manage customer database.

Requirements

• A B.Sc. in Economics, Marketing, Finance or equivalent role.
• Minimum of 2 years’ Previous experience as a Customer Service Officer.
• Experience in banking or micro finance is an added advantage.
• Knowledge of product management and product development.
• Seasoned knowledge of the IT / Finance industries is an added advantage.
• Proficiency in the use of MS Outlook and Office suite of products (Word, Excel & PowerPoint).
• Excellent interpersonal and relationship building skills.
• Able to communicate ideas clearly.