Customer Service Agent 189 views

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”