Customer Service Representative at Asante Financial Services Group

Asante Financial Services Group is a high impact digital financial services company primarily focused on Micro, Small and Medium Sized Enterprises (MSMEs) and consumers in Sub-Saharan Africa. Incorporated in March 2016 in Mauritius, initially as a subsidiary of Atlas Mara LLC, Asante Financial Services Group has grown exponentially operating in Kenya, Rwanda, Uganda and Nigeria.

Asante FS aspires to become Africa’s leading digital financial services provider by facilitating financial independence, tapping into the best talent in the market, and harnessing the power of technology to deliver world class lending services to our valued customers. 

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Ikeja, Lagos (On-site)
Job type: Full-time

Job Objective

• The Customer Engagement and Collections Agent role will be an integral part of the Customer Engagement and Collections team and will report to the Head of Customer Engagement and Collections. 
• They must also reach out to clients through calls, correspondence, or face-to-face interaction to offer services, discuss specifications, secure sales, process payments, and perform follow-up calls. 
• Must answer inquiries and address issues and concerns, resolving them promptly and efficiently.
• They are also responsible for communicating with clients to collect payment for their overdue bills and outstanding balances. 
• Collections agents monitor and update a customer's account information in the system, offer repayment plans, manage billing disputes, negotiate sales terms, and maintain records of account resolution.

Functional Responsibilities

• Professionally handle requests or queries from customers and ensure issues are resolved both promptly and thoroughly in a timely manner either via phone, email and chat.
• Handle complaints; provide appropriate solutions and alternatives within the time limits.
• Handle defaulted clients’ portfolio by coming up with collection strategies and following up on clients’ repayments in order to meet set collections targets.
• Thoroughly and effectively gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Attract potential customers by answering product and service questions regarding services offered, suggesting information about alternative services.
• Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Provide feedback to managers on how to improve service level and operational standards as per customer feedback.
• Build sustainable relationships of trust with customers through proactive, open and interactive communication.
• Managing yourself and tracking progress with CRM software or any other ERP to be provided by management.
• Conduct and compile results that relate to customer engagement surveys with the specifications given by the manager.
• Provide valued employee engagement and communication with other departments to ensure excellent customer service.
• Handle customer inquiries by effective means of communication and offer efficient technical support.
• Answer questions regarding customer accounts, provided technical support in assisting customers with network issues as well as phone issues.
• Provide technical assistance and marketing information to existing and potential customers, sales and distribution personnel, and other company representatives.
• Develop a positive working relationship with employees and management to reach business objectives.
• Assist with special projects as assigned by management.
• Demonstrate great leadership for all new employees by setting a positive attitude.
• Collect customer feedback and made process changes to exceed customer satisfaction goals.
• Negotiated / implemented repayment plans to minimize uncollected revenue.
• Provide customer service to each customer by identifying needs, clarifying information, researching every issue and providing solutions and/or alternatives.
• Manage accounts, arranged debt repayment and established repayment schedules, based on customers' financial situations.

Key Performance Indicators

• Ensure above 90% collections efficiency in the defaulted account portfolio
• Ensure follow up daily on all assigned clients’ accounts and ensure they are adequately updated
• Capture and forward all client feedback for internal review and product improvement
• Ensure all client queries are resolved within the given SLA and resolution time across all communication channels.

Job Specifications & Qualifications

• Bachelor's Degree and / or Diploma in Commerce, Business Administration, Finance / Accounting or a related field
• 1 year + working experience in customer support and/or collections centered roles handling a defaulted clients’ loan book and working as a customer engagement agent handling different communication channels
• Excellent computer skills in Microsoft Office (Excel and Word)
• Fluent spoken and written English, Luganda and Kiswahili
• Experience with CRM.
• Motivated and able to self-manage and work independently.

Application Closing Date
Not Specified.