What you will do:

Be fully aware of the company’s operations, structure and services.

Follow and control the execution of contractual liabilities of customers, provide observation of customer payment deadlines, provide debt collection.

Supervise team activities and processes for delivery of set targets.

Monitoring and training on usage of call center tools in the department and company’s ERP system .

Identify training needs and prepare training material .

Portfolio split and share tasks to agents daily.

Do performance reviews as required by the company.

Consult customers on possible solutions in debt repayment.

Process and maintain precise data on customers anytime, so that other employees can access actual information on debtors, debt remnants and statuses.

Coaching, call listening, and calibration of agents calls .

Handle customer’s queries on call and office visits.

Submit suggestions on debt collection process improvements .

Any Other duties Assigned

What you will need:

Diploma/Degree in Business Administration, Marketing, or related field.

At least 2 years of relevant experience as Debt Collector/ Customer Support Specialist, or DC Specialist, preferably in a Financial Institution.

Excellent communication and interpersonal skills.

Strong analytical & problem-solving skills.

Ability to adapt quickly and work independently. 6. Fluent in English and Swahili