Role Overview
In this customer service and collections role, you will support customers using installment plans by answering questions about deposits, repayments, account concerns, and complaints across phone, WhatsApp, and SMS. You will also help keep payment follow-ups on track and work with partner shops and promoters to resolve day-to-day operational questions, escalating issues that need further attention.
Key Responsibilities
- Respond to customer calls and messages about installment plans, deposits, repayment dates, account details, and complaints.
- Send payment reminders, follow up on early missed payments, and record customers’ stated payment commitments.
- Escalate ongoing arrears through the appropriate collections process.
- Handle approved device lock or unlock requests, support customer payoff procedures, and confirm account details before taking action.
- Answer partner shop and promoter questions about onboarding steps, and refer system errors for resolution.
- Document customer interactions accurately and keep account notes up to date.
- Monitor recurring customer concerns and prepare routine customer service and collections reports.
Requirements & Qualifications
- Diploma or higher in Business Administration, Customer Service, Communications, or a related discipline.
- One to three years of experience in customer service, telecommunications, fintech, lending, or telephone-based collections.
- Fluency in both English and Kiswahili.
- Familiarity with M-Pesa and mobile money payment processes.
- Basic computer skills and experience working with a customer service platform or CRM system.
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