What you will do:
Job Purpose
To provide back-office support
by resolving customer requests and complaints escalated from the Customer Care
team. The Customer Solutions Agent ensures accuracy in loan adjustments, account
amendments, and coordination with other departments to deliver timely,
compliant, and customer-focused resolutions in line with company policies and
service standards.
Key Responsibilities
Task Analysis & Resolution
- Review and analyze assigned customer
requests and complaints in the system
to determine the appropriate course of action.
- Handle escalated customer requests and
complaints within agreed SLAs.
- Process standard restructurings such
as renewals, term changes, capital deductions, and cancellations.
- Prepare and share loan statements and
perform account amendments accurately.
- Ensure all resolutions are aligned with
company policy, internal procedures, and regulatory standards.
- Escalate cases that require complex
analysis or policy interpretation to the Customer Solutions Specialist or
Team Lead.
Client Communication & Feedback
- Prepare and provide accurate,
professional feedback to Customer Care for onward
communication to clients.
- Ensure responses are factual, compliant,
and align with company communication standards.
- Follow up on pending requests to
ensure timely closure and feedback delivery.
- Maintain professionalism, empathy, and
clarity in all client-facing interactions
Logbook & Documentation Management
- Process logbook-related requests
including inspection bookings, discharge letters, and number
plate confirmations.
- Coordinate with relevant teams for new
plate applications, repossessed-bike processing, and related
administrative actions.
- Maintain accurate and traceable
records of all handled requests, both digitally and physically.
Interdepartmental Coordination & Case Management
- Collaborate with Collections, Legal,
Field, and Finance departments to resolve customer issues
efficiently.
- Track and update the status of all open
cases to ensure timely completion and closure.
- Provide internal feedback on process gaps
and recommend efficiency improvements.
Process Compliance & Quality
- Adhere strictly to operational,
compliance, and documentation guidelines.
- Maintain high standards of
accuracy and quality in all resolutions.
- Participate in departmental meetings,
refresher training, and performance reviews to enhance knowledge and
performance.
What
you will need:
Qualifications and Requirements
- Diploma or Degree in Business, Customer
Service, or related field.
- Minimum of 1–2 years’ experience in
customer service, back-office operations, or financial services.
- Strong analytical and documentation
skills.
- Excellent communication and coordination
abilities.
- Proficiency in ERP/CRM systems and
Microsoft Office tools.
- High attention to detail and ability to
multitask under pressure.
How to Apply
