What you will do:
Customer Engagement
- Make timely calls to new customers to explain
loan terms, responsibilities, and available support – Call customers after
agreement amendments to confirm understanding and reinforce key changes –
Support surveys and outreach campaigns by engaging targeted customer
segments with tailored messaging – Ensure every call is a value‑adding
interaction that builds trust and clarity
Education & Understanding
- Clearly explain key loan details: repayment
schedules, penalties, payment channels, and policy changes – Use probing
questions to confirm customer understanding, and adapt messaging where
needed – Share important updates from the business in a clear and helpful
manner
Data Logging & Feedback
- Log all calls and insights accurately in the
assigned tools (App / Forms) – Record feedback, confusion points, and
client questions to support product and process improvement – Tag and
escalate any unclear, sensitive, or recurring issues to the CX Manager
Performance & Ownership
- Meet or exceed daily/weekly call targets and
outreach expectations – Take ownership of personal productivity and
proactive scheduling of calls – Regularly suggest improvements to the CX
Manager on scripts, workflows, processes, or tools—both in your department
and others—that could enhance customer understanding or team efficiency.
What you will need:
- Diploma/Degree in Business Administration, or
related field.
- Strong desire to learn along with professional
drive.
- Excellent communication and interpersonal
skills.
- Strong analytical & problem-solving skills.
- Excellent computer skills.
- Ability to adapt quickly and work independently.
- Fluent in English and Swahili.
How to Apply
