Customer Service Executive

Role Overview

This position sits within the Customer Care team and is responsible for managing every customer interaction with a consistent, professional standard of service. Day to day, you will handle inbound and outbound contacts across telephone, email, and postal mail, verify customer information, resolve queries, and ensure accurate record-keeping in line with performance targets. Your work directly supports the organisation's commitment to customer satisfaction and the timely clearance of settled debts, making you a key link between the business and its clients.

Key Responsibilities

• Respond to all customer contacts within defined time limits, using the corporate greeting and confirming customer identity before proceeding.
• Resolve a wide range of customer queries by providing accurate product information, requested services, or clear guidance on next steps.
• Correctly classify every reason for contact and capture complete customer details in the relevant systems to maintain data integrity.
• Initiate the clearance process on settled debts once proof of payment is received, and share the necessary information with relevant clients.
• Provide customers with accurate account information, including loan balances and account numbers, while keeping all data confidential.
• Handle all written correspondence, including emails and postal mail, and document individual performance in daily reports.
• Escalate complex cases to the Team Leader and help find solutions that meet customer expectations while adhering to outbound schedules.
• Participate in daily briefing sessions, team activities, and initiatives that promote a customer-centric, high-performance culture.

Requirements & Qualifications

• University degree or diploma in Business, Banking, or a related field.
• At least two years of relevant work experience in a customer service or call center environment.
• IT literacy, including comfortable use of customer relationship management systems and office software.
• Fluency in English and Swahili, with excellent oral and written communication skills.
• Strong customer orientation, with the ability to build positive relationships with customers and colleagues.
• Analytical and problem-solving skills, including sound judgment when handling sensitive or complex queries.
• Effective negotiation skills and the ability to maintain high personal standards while working towards individual targets.
• Organised, adaptable, and comfortable working under pressure in a performance-driven organisation.