Call Centre Agent

Call Centre Agent is accountable to deliver superior service to the majority of FINCA Impact Finance (FIF) customers through complaint management, telesales or crossselling, as well as conducting loan recoveries. It is a front line position using telephone and computerizing system information to deliver customer experience. The incumbent is expected to identify cross-selling/up-selling opportunities on appropriate FINCA products and maintain customer satisfaction and retention. The incumbent is required to keep records of customer queries and complaints as well as capturing customer information. Customer contact is generally inbound/outbound and call Centre officer are expected to refer customers to call centre Manager for escalated problems. The role is by definition highly customer-focused. The incumbent is there required to quickly build rapport with customers. The incumbent is an ambassador for FIF’s brand and hence is instrumental in strengthening FIF’s culture of openness, fairness and high ethical standards. The role requires incumbents who are pleasant, respectful, confident, able to know when to ask for help and are highly solution-focused.

Customer relations: o Managing conversations with customers in line with FIF’s customer management standards in order to achieve satisfactory resolutions for both parties. o Listening effectively to customers, and probing to understand their issues/objections, in order to overcome customers’ objections by means of effective negotiations to achieve the desired result of promises to pay. o Building a rapport with clients by