What you will do:

Complaint Handling:

• Serve as the primary point of contact for escalated customer complaints.
• Log, track, and monitor the progress of complaints using ERP systems.
• Liaise with internal departments (e.g., Debt collection and logbook department) to investigate and resolve complaints effectively.
• Provide timely feedback to customers, keeping them informed throughout the resolution process.
• Ensure all complaints are resolved in compliance with company policies and service standards.
• Ensure to respond to clients inquiries on email, WhatsApp and other platforms

Request Management:

• Process and coordinate customer requests related to account updates, service changes, and product inquiries.
• Verify the accuracy of customer information and ensure proper documentation for each request.
• Follow up with relevant teams to ensure requests are addressed promptly and satisfactorily.

Administrative Support:

• Maintain accurate and updated records of complaints and requests in the ERP system.
• Assist in drafting customer-facing documents such as email templates, service updates, statements and response guides.

Customer Engagement and Retention:

• Work closely with the customer care team, branches and the overall company to improve the overall customer journey.
• Identify opportunities to enhance the customer experience based on feedback from complaints and requests.
• Proactively suggest solutions or recommendations to prevent recurring issues.

Process Improvement:

• Contribute to the development of standard operating procedures (SOPs) for complaint resolution and request handling.
• Collaborate with other departments to improve internal workflows and enhance service delivery.

What you will need:

• Diploma/Degree in Business Administration, or related field.
• Strong desire to learn along with professional drive.
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Excellent computer skills.
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.