Key Responsibilities:

• Customer Support
• Respond promptly to customer inquiries on WhatsApp, Messenger, and Email within agreed SLAs.
• Provide accurate information on products, services, loan accounts, and company policies.
• Handle complaints with empathy and escalate unresolved issues to the Customer Care Manager or relevant departments.
• Follow up with customers to ensure timely resolution and closure of cases.
• Educate customers on self-service options and available digital platforms.
• Complaint & Request Management
• Log, categorize, and track customer interactions, complaints, and requests in the ERP/CRM system.
• Ensure proper documentation and verification of customer information.
• Monitor open tickets and proactively follow up until resolution.
• Maintain compliance with company procedures and regulatory requirements.
• Administrative Support
• Maintain accurate digital records of all customer chats and emails.
• Draft professional responses using approved templates, ensuring clarity and empathy.
• Assist the Customer Care Manager in preparing chat/email performance reports (response times, resolution rates, peak times).
• Customer Engagement & Retention
• Create a positive customer experience by offering polite, empathetic, and solution-driven support.
• Collect and share feedback from customers to improve service delivery.
• Build strong rapport with customers to increase trust and retention.
• Process & Quality Improvement
• Adhere to Quality Assurance (QA) standards in tone, accuracy, and professionalism.
• Suggest improvements to FAQs, scripts, and templates to enhance chat/email efficiency.
• Participate in training sessions, team huddles, and performance reviews led by the Customer Care Manager.

Key Performance Indicators (KPIs):

• Average Response Time (ART) on WhatsApp, Messenger & Email.
• First Contact Resolution (FCR) rate.
• Customer Satisfaction (CSAT) scores.
• Chat/Email closure rate within SLA.
• Quality Assurance (QA) scores.
• Typing speed and response efficiency (minimum 35–40 for typing speed).

What you will need:

• Diploma/Degree in Business, Communication, Customer Service, or related field.
• At least 1 year of customer service experience (digital chat/email preferred).
• Excellent written communication, typing accuracy, and speed (minimum 35–40).
• Ability to multitask and manage multiple chats/emails simultaneously without compromising quality.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in CRM/ERP systems and digital messaging platforms.
• High attention to detail, with the ability to work quickly under pressure.
• Fluency in English and Kiswahili (both written and spoken).