Lipa Later is looking for a Customer Service Agent
Job Type: Full Time
Job Location: Nairobi
Company Information:
Lipa Later is a risk-free, point of sale credit option that allows retailers to sell goods and services in affordable monthly instalments. Our mission is to be a financial partner that makes living more affordable, thereby enabling people to achieve their dreams.
To do this, we make use of financial inclusion and data-driven retail networks to increase the purchasing power of the 1 billion+ African consumers. The company is growing quickly, and as such, we are looking to recruit and onboard a team of industry leaders with the ambition and capacity to shape a bright future for the continent and determine the next frontiers of the retail and consumer market in Africa. This position is based in Nairobi, Kenya.
About the Role:
Reporting to the Head of Customer Service, the CS agent will be part of Lipa Later Customer Service Team and will be responsible for all interactions with our customers. He/she is to ensure all the questions, requests, and issues of the customers are answered and solved in a professional way with customer centricity as our main driving force.
Reports to: Customer Service Lead
Customer Service Agent Responsibilities:
- Attending to customers issues through inbound calls, social media platforms emails, and chats.
- Customer management
- Customer retention strategy implementation.
- Provide product and service information to customers.
- Product pitches and education on our products to customers.
- Resolution and escalation of customer’s issues.
- Contract preparation
- Partner engagement
- Upsell & Cross sale products and services.
- Customer fulfilment and satisfaction
- Assistance in customer experience initiatives
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies.
Customer Service Agent Requirements:
- Undergraduate degree in communications, marketing, advertising, public relations, media studies, business and/or related fields.
- More than 4 years’ customer support experience or experience as a client service agent
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Exceptional fluency (speaking, reading, writing, understanding) of Kinyarwanda & French required.
- Ability to multi-task, prioritize, and manage time effectively.
Interested candidates please send resume with the subject line “Customer Service Agent – Nairobi”
More Information
- Salary Offer To be discussed
- Experience Level Mid-level
- Total Years Experience 5-10
- Posting Date October 27, 2020
