What you will do:
Complaint Handling:
- Serve as the primary point of contact for
escalated customer complaints.
- Log, track, and monitor the progress of
complaints using ERP systems.
- Liaise with internal departments (e.g., Debt
collection and logbook department) to investigate and resolve complaints
effectively.
- Provide timely feedback to customers, keeping
them informed throughout the resolution process.
- Ensure all complaints are resolved in compliance
with company policies and service standards.
- Ensure to respond to clients inquiries on email,
WhatsApp and other platforms
Request Management:
- Process and coordinate customer requests related
to account updates, service changes, and product inquiries.
- Verify the accuracy of customer information and
ensure proper documentation for each request.
- Follow up with relevant teams to ensure requests
are addressed promptly and satisfactorily.
Administrative Support:
- Maintain accurate and updated records of
complaints and requests in the ERP system.
- Assist in drafting customer-facing documents
such as email templates, service updates, statements and response guides.
Customer Engagement and Retention:
- Work closely with the customer care team,
branches and the overall company to improve the overall customer journey.
- Identify opportunities to enhance the customer
experience based on feedback from complaints and requests.
- Proactively suggest solutions or recommendations
to prevent recurring issues.
Process Improvement:
- Contribute to the development of standard
operating procedures (SOPs) for complaint resolution and request handling.
- Collaborate with other departments to improve
internal workflows and enhance service delivery.
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
