Summary
Date Posted: Wednesday, July 14, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Job title: Customer Care Executive -Digital Call Centre
JR/2021/53
Age Limit: 40 Years
Experience: 1 Years
Minimum Academic Qualification Required: Bachelors
Qualification Code Qualification Name
1 BAECON B. Arts (Economics)
2 B.ACC&FIN B. Accounting Ang Finance
3 BBA B. Business Administration
4 BADE B. Arts In Development Economics
5 BES B. Economics And Statistics
Deadline: 24/Jul/2021

Main purpose:
He/she will be required to manage the digital call Centre in relation to customer service and prepare relevant reports i.e. answering incoming calls from customers in regard to our products, inquiries, offers, quotes, returns, troubleshoot problems, provide information / feedback and escalate issues if necessary.

Specific Responsibilities include:
• Attend to both external and internal customers on the Toll free Helpline and VoIP phones respectively to answer their inquiries, receive the service-related complaints and challenges for resolution
• Cross-sell company’s products to clients and enhance / protect the reputation of the company at all times.
• Support different Customer Relationship Management (CRM) initiatives through outbound calls to retain and grow Pride savers, borrowers using, e-Channels, among others.
• Engage support teams at the Branches and other Departments to coordinate efforts aimed at timely resolution of clients’ complaints in line with the Service Level Agreements (SLAs) and Financial Consumer Protection Guidelines – FCPGs (2011) while providing timely feedback
• Sensitize and disseminate in-formation to customer as appropriate.
• Generation of Sales Leads for prospective customers (Ac-counts, Loans) through the Call-Centre and share the same with the Branch Net-work for timely follow-up and closure.
• Preparation of monthly / weekly reports.
• Undertake customer research through documenting customer feedback and administering digital research tools.
• Protect and enhance Pride’s reputation at all times.
• Support the Marketing and Digital team to plan and pro-duce content across Pride’s owned digital channels.
• Develop knowledge base of customer behavior to support the expansion of the digital capacity.
• Drive engagement through our social channels, increasing our reach.
• 13.Maintaining; completing and ensuring relevant documents are accurate and kept up to date in addition to supporting the Call Centre Tele-sales Team (outbound calls) when required in relation to specific sales /marketing activities

Personal Specifications:
• Should be a good communicator (both oral and written) with good analytical, administration, multi-tasking, reporting and interpersonal skills.
• Should have good knowledge of Microsoft Office packages.
• Ability to speak more than 2 local languages is an added advantage.
• Knowledge of SPSS and Stata is an added advantage.
• Should be mature, intelligent, diligent, with strong work ethics, integrity and able to work under pressure to meet strict deadlines.
• He/she should not be more than 40 years of age.

Minimum Academic Qualifications and Experience:
• Degree in Commerce, Economics, Microfinance, Business Administration, or any other relevant field.
• A minimum of one year’s experience in Customer service and handling Call Centre
• Two Principal passes at A‘Level
• Credits/passes in Mathematics and English at O’Level

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

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