Job Title: Customer Service Executive (1)
Department: Customer Service
Reports To: Customer Support Supervisor
Location: Lusaka
Type: Fulltime
Languages: English, Tonga & Lozi
SUMMARY POSITION
Customer Service Executive is primarily responsible for ensuring delivery of exceptional customer service. The executive will work closely with the operations and sales teams to service existing and potential customers by providing product and service information while resolving product related issues effectively. The job exists to assist; retain; acquire and/or recover customers.
KEY RESPONSIBILITIES:
1. Build rapport with customers by handling each customer call in a courteous, and professional manner,
2. Ensures consistently imparts the correct product and payment services information to new customers during each call.
3. To undertake customer satisfaction surveys
4. Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service.
5. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
6. Ensure that the quality of each call is in compliance with predefined quality parameters.
7. New product upselling to existing and on boarding customers.
8. Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the supervisor.
9. Utilizes the relevant tools and resources provided by the Company to respond to customer queries and give outstanding customer experience.
10. Ensure strict adherence to established attendance schedules.
11. Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
12. Provides the relevant reports daily – where applicable
13. Appropriately escalates customer queries to the Supervisor to ensure speedy resolution of the same.
14. Ensures daily performance targets are met.
15. Undertake credit collection Collaborating with other departments ensure a seamless customer experience.
QUALIFICATIONS:
Minimum Diploma in Business Administration or any related field with 1 year experience.
Job Title: Call Centre Credit Collections Executive (1)
Department: Customer Service
Reports To: Customer Support Supervisor
Location: Lusaka
Type: Fulltime
Languages: English, Tonga & Lozi
SUMMARY POSITION
The Call center Credit Collection Executive is responsible for the financial success of our organization by effectively managing on time and overdue accounts and assisting customers in resolving outstanding balances.
KEY RESPONSIBILITY:
Debt Collection:
Contact customers with overdue accounts via telephone and other approved communication channels.
Discuss outstanding balances, payment options, and negotiate repayment plans to recover debts while maintaining professionalism and empathy.
Utilize strong negotiation and persuasion skills to secure payment commitments and resolve delinquent accounts.
Negotiate and settle payment terms, ensuring that customers understand their obligations and commitments.
Customer Engagement:
Engage with PAYG solar customers in a courteous, respectful, and customer-centric manner, addressing inquiries and concerns related to their accounts.
Provide clear and accurate information regarding outstanding balances, payment schedules, and billing inquiries.
Customer Education:
Educate customers on the importance of timely payments, the impact of outstanding balances, and available payment options.
Documentation and Record Keeping:
Maintain detailed and accurate records of all customer interactions, payments, promises to pay, and agreements reached during collection calls.
Update customer account information and payment arrangements in the company’s CRM system.
Issue Resolution:
Investigate and resolve customer inquiries, disputes, and complaints related to billing and payments.
Escalate complex issues to the appropriate departments for resolution.
Payment Processing: Process customer payments using the company’s payment processing system, ensuring accuracy and timeliness.
Provide customers with payment confirmation and receipts as needed.
PAYMENT ASSIGNMENT AND REASSIGNMENT
Compliance:
Ensure compliance with company policies and procedures related to debt recovery.
Reporting:
Prepare regular reports on collection activities, including progress, challenges, and trends.
9. Provide insights and recommendations to the Customer Support supervisor. Prospecting for new customers.
QUALIFICATIONS:
Minimum Diploma in Business Administration or any related field with 1-year experience.
Closing date: 19th February 2024
Send CV: to apply@jobsportal-career.com indicating the position you are applying for.
