Drop-off Management Agent at Credit Direct Limited

JOB SUMMARY

The Drop-off Management role involves immediate outreach to customers who have initiated loan inquiries via WhatsApp but dropped off during this process. This position requires proactive follow-up to understand the reasons for the drop-off and aid resolve customer concerns. Successful candidates will possess exceptional customer service, follow-up, sales, and outbound engagement skills. The primary goal is to ensure that all drop-off customers on all our lending platforms are duly engaged and to drive customer satisfaction and sales.

Responsibilities:

• Immediate Customer Engagement: Make prompt calls to customers who have initiated but abandoned loan requests via our lending platform
• Follow-Up Procedures: Consistently follow up with customers to understand the reasons behind their drop-off and address any concerns they may have.
• Issue Resolution: Assist customers in resolving any issues or queries they encountered during their interaction with our lending services.
• Customer Service Excellence: Always provide outstanding customer service, ensuring a positive experience for every customer engaged.
• Sales Skills: Utilize persuasive sales techniques to assist customer continue with their loan application process 
• Outbound Engagement: Engage customers proactively, maintaining a professional and friendly demeanor throughout the interaction

Job Requirement

• Excellent customer service skills with a strong focus on customer satisfaction.
• Proven ability to follow up consistently and persistently with customers.
• Sales experience or aptitude for persuasive communication.
• Strong outbound engagement skills, including the ability to build rapport quickly.
• Effective time management and organizational skills.
• Excellent outbound engagement abilities, including phone etiquette and written communication.

Person Specification

• Minimum 1 years of experience in a customer service, sales, or call center role.
• Flexible working hours to accommodate customer availability, including evenings and weekends if necessary.
• Fluency in Hausa.