Reporting Structure

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Job Requirements

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Main Duties

Job Purpose

• As a Customer Care Officer you will be responsible for representing Watu in bringing to life our client service philosophy within the assigned branch or office by delivering and maintaining a positive client experience to all our potential, new and existing clients in order to grow and expand our client base.

KEY RESPONSIBILITIES:
INBOUND AND OUTBOUND

• Handling external communications with customers includes inbound and outbound calls and SMS from customers and handling their inquiries and complaints.
• Telesales through outbound and inbound calls to generate leads and clients.
• Building and maintaining clients and leads databases.
• Regular follow up with leads generated through customer care log and convert them to clients.
• Handling and resolving customer queries and complaints regarding product sales to customer service problems
• Providing customers with the organization’s service and product information
• Processing forms, orders, and applications requested by the customers
• Identifying, escalating priority issues and reporting to the high-level management
• Obtaining and evaluating all relevant data to handle complaints and inquiries
• Recording details of comments, inquiries, complaints, and actions taken
• Resolving all escalated queries related to payments, accidents, repairs and others from customers
• Managing administration, communicating and coordinating with internal departments
• Compiling data, preparing reports, weekly recollection etc
• Any Other duties as assigned by the management.

VERIFICATION

• Verify all Watu Simu loan applicants on time
• Ensure all customers documentation are okay and adheres to the loan application requirements
• Assist dealers troubleshoot any queries they might have with the system
• Assist customers with proper documentation where there might be an error
• Counter check the borrower and NoK details by making verification calls as per the guided script
• Informing the dealers when they feel they are going off course with the onboarding/verification process
• Ensure that customers are aware on how to calculate the weekly installment and Total Repayment amounts
• Ensure customers have been correctly and well informed about their loan, installments amounts, payment details and all other information as per the existing script guidelines

Simu After Sales support

• Customer Query Resolution: Address and resolve Watu App escalations by liaising with the Product team via the Jira account
• Support Query Escalations: Manage and track Service Center Swaps, Knox deletions, and IMEI Mix Up device swaps, ensuring timely resolution
• Simu Theft Case Handling: Upload loss reports, update LS, remove LS, and enable Nexus for affected clients
• Loan Rescheduling: Follow up on recovered device loans and coordinate adjusted loan repayment schedules
• Data Management & Reporting: Maintain accurate and updated records in the escalation sheet for tracking escalations and resolutions

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Other Requirements

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

• Diploma; BSc in Marketing, Business or relevant field is a strong advantage
• 2+ years of working experience in the relevant field
• Proven experience as a customer service or telesales officer
• Good understanding of office management, sales and marketing principles
• Demonstrable ability to multi-task and adhere to deadlines
• Able to react effectively and calmly in emergencies
• Able to maintain customer confidentiality.
• Well-organized with a customer-oriented approach
• Good knowledge of market research techniques and databases
• Excellent knowledge of MS Office, marketing computer software and online applications (CRM tools)
• Exquisite communication and people skills

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Location : Tanzania: dar es salaam Dar Es Salaam
Industry :Sales And Marketing
Company : Watu