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Customer Care Officer

Published on 24.09.2020


Website :
Industries :
Banking, insurance, finance
Job ads : See our Job Ads
Watu Credit Limited is a dynamic and fast-growing non-bank finance company. Watu Credit Limited harnesses technology to offer unsecured lending,... read more

Job Ad & Profile Description

Position : Customer Care Officer

To manage the rapid growth, we are looking for dynamic and hardworking individuals to join our Uganda operations (Mbarara) as Customer Care Officer.

Job Description

  • Welcomes visitors warmly with a smile and make sure they are comfortable.
  • Representing Watu Credit Ltd and implementing the Company’s Customer Care plan within the assigned mandate.
  • Maintaining Watu Credit Ltd customer service standards in serving the Company’s existing customers as well as in attracting new customers and expanding customer base.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Conduct live chats with potential customers who visit Watu Credit Website to ensure they are well informed, and they receive all the needed customer support.
  • Receiving and responding to customer service account inquiries on account balances, transaction details, statements and fees and charges.
  • Maintain an up-to-date database of clients’ information and documentation including payment schedules, insurance and logbooks records.
  • Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem. expediting correction or adjustment; following up to ensure resolution.
  • Attend to the Customer Care line, routing calls to specific department(s) and referring customers to appropriate Watu Credit services and representatives.
  • Manage SMS code through generating daily SMS reports and respond accordingly to enhance efficient communication with customers.
  • Entering customer information on to a computer database for monitoring of call and visitors’ logbook.
  • Recording and handling customer complaints or escalating to a manager.
  • Maintain a conducive environment in the front office for both staff and clients and coordination of cleaning at the Branch.
  • Responsible for proper arrangement and layout of the front office to ensure good ambiance and display of promotional materials.
  • In charge of customer inflow and queue management.
  • Preparing and presenting weekly and monthly reports to the Branch Manager on customer contact on all touch points and trends of customer queries/complaints.
  • Participate in marketing campaigns to create awareness of Watu Credit products.
  • Recording customer feedback on service and areas of improvement.
Required profile for job ad : Customer Care Officer
  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 2 years
Job criteria for job ad : Customer Care Officer
Job category :
Marketing, communication
Industries :
Banking, insurance, finance
Employment type :
Permanent contract
Region :
Bwizibwera - Entebbe - Gulu - Hoima - Jinja - Kampala - Kasese - Kira - Lira - Masaka - Mbale - Mbarara - Mukono - Nansana - Rest of Uganda
Experience level :
2 to 5 years
Educational level :
Spoken language :
Number of Position(s) : 1

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