Call Center Agents Unifi Zambia

Unifi is a fast-growing finance and technology company operating in Zambia, Uganda, Kenya and South Africa. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

Responsibilities

• Answering incoming calls and responding to clients;
• Managing and resolving client’s complaints;
• Selling and marketing products;
• Identifying and escalating issues to supervisors;
• Providing products and service information to clients;
• Researching required information using available resources;
• Researching, identifying, and resolving client’s complaints using applicable system;
• Processing, queries, and applications (Employment verification, New employer, Pep application and Data check);
• Routing calls to appropriate personnel;
• Documenting all call information according to standard operating procedures;
• Recognizing document, and alert the management team of trends to clients calls;
• Following up clients (Call reminders on loan repayments);
• Completing call logs and reports;
• Encouraging clients to bring payments (Payables and arrears).

Requirements

• Diploma in Public relations or any business-related field;
• Knowledge of customer service practices and principles;
• Excellent data entry and typing skills;
• Superior listening, verbal, and written communication skills;
• Ability to handle stressful situations appropriately.