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Seniority (Customer support, client care)
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Mogo Kenya Limited
Banking + 2 more
Description
Requirements
- Diploma or Degree in Business Administration, Marketing, or a related field.
- Minimum of two (2) years’ experience in debt collection, customer support, or call centre operations, preferably within a financial institution.
- Strong communication and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Ability to work independently and adapt quickly in a fast-paced environment.
- Fluency in both English and Swahili.
Responsibilities
- Organize and coordinate work tasks to ensure efficient operations.
- Ensure full compliance with ethical standards, company policies, and procedures.
- Maintain confidentiality of company and customer information at all times.
- Ensure timely execution and completion of duties assigned under this Job Description.
- Maintain full knowledge of the company’s operations, structure, products, and services.
- Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.
- Supervise team activities to ensure achievement of set collection targets.
- Monitor, train, and support staff on the use of call centre tools and the company ERP system.
- Identify training needs and develop relevant training materials for the team.
- Allocate portfolios and distribute daily tasks to debt collection agents.
- Conduct performance reviews in line with company requirements.
- Engage customers and advise on viable debt repayment solutions.
- Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.
- Conduct coaching sessions, call listening, and call calibration for agents.
- Handle customer inquiries via calls and in-person office visits when required.
- Provide recommendations for continuous improvement of debt collection processes.
- Perform any other duties as assigned.
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