Key Responsibilities:

Customer Support

Respond promptly to customer inquiries on WhatsApp, Messenger, and Email within agreed SLAs.

Provide accurate information on products, services, loan accounts, and company policies.

Handle complaints with empathy and escalate unresolved issues to the Customer Care Manager or relevant departments.

Follow up with customers to ensure timely resolution and closure of cases.

Educate customers on self-service options and available digital platforms.

Complaint & Request Management

Log, categorize, and track customer interactions, complaints, and requests in the ERP/CRM system.

Ensure proper documentation and verification of customer information.

Monitor open tickets and proactively follow up until resolution.

Maintain compliance with company procedures and regulatory requirements.

Administrative Support

Maintain accurate digital records of all customer chats and emails.

Draft professional responses using approved templates, ensuring clarity and empathy.

Assist the Customer Care Manager in preparing chat/email performance reports (response times, resolution rates, peak times).

Customer Engagement & Retention

Create a positive customer experience by offering polite, empathetic, and solution-driven support.

Collect and share feedback from customers to improve service delivery.

Build strong rapport with customers to increase trust and retention.

Process & Quality Improvement

Adhere to Quality Assurance (QA) standards in tone, accuracy, and professionalism.

Suggest improvements to FAQs, scripts, and templates to enhance chat/email efficiency.

Participate in training sessions, team huddles, and performance reviews led by the Customer Care Manager.

Key Performance Indicators (KPIs):

Average Response Time (ART) on WhatsApp, Messenger & Email.

First Contact Resolution (FCR) rate.

Customer Satisfaction (CSAT) scores.

Chat/Email closure rate within SLA.

Quality Assurance (QA) scores.

Typing speed and response efficiency (minimum 35–40 for typing speed).

What you will need:

Diploma/Degree in Business, Communication, Customer Service, or related field.

At least 1 year of customer service experience (digital chat/email preferred).

Excellent written communication, typing accuracy, and speed (minimum 35–40).

Ability to multitask and manage multiple chats/emails simultaneously without compromising quality.

Strong problem-solving and conflict-resolution skills.

Proficiency in CRM/ERP systems and digital messaging platforms.

High attention to detail, with the ability to work quickly under pressure.

Fluency in English and Kiswahili (both written and spoken).