Customer Care Officer at Watu Credit Ltd
Location: Mubende, Mbale, Uganda
Type: Full-time
Deadline: 23/07/2024
About Watu Credit Ltd
Watu Credit Ltd is a pioneering Asset FinTech company focused on revolutionizing mass-market mobility across Africa through financial inclusion and accessibility. By providing access to affordable and flexible financing for two and three-wheelers, Watu has delivered over 1 million loans across 7 countries, positively impacting the lives of more than 4 million people. As we expand our footprint across final frontier markets, we are leading Africa’s movement toward clean and green mobility by financing new electric motorbikes.
Job Summary
As a Customer Care Officer at Watu Credit Ltd, you will play a crucial role in maintaining customer service standards, resolving customer inquiries, and building trust through open communication. You will also analyze market trends, develop customer care plans, participate in promotional projects, and conduct customer satisfaction surveys. Additionally, you will handle general office maintenance and clerical tasks to enhance process efficiency and customer satisfaction.
Key Specific Duties
- Represent Watu Credit Ltd and implement the Company’s Customer Care plan within the assigned mandate.
- Maintain Watu Credit Ltd customer service standards in serving existing customers and attracting new ones to expand the customer base.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Respond to customer service account inquiries on account balances, transaction details, statements, fees, and charges. Refer customers to appropriate Watu Credit services and representatives.
- Resolve product or service problems by clarifying customer complaints, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
- Identify customer needs, research, and analyze market trends, pricing schedules, competitor products, and other relevant information to assist in forming marketing strategies.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs. Prepare product or service reports by collecting and analyzing customer information.
- Cooperate with other departments and line-managers to develop detailed customer care plans for all existing and future products.
- Participate in the creative development of promotional materials, website content, advertisements, and other marketing-related projects.
- Communicate with various media channels, advertising agencies, printers, and other services to help marketing projects achieve their goals.
- Conduct customer satisfaction surveys to identify process and product improvement areas.
- Propose process, procedure, and cost-efficiency improvements.
- Provide feedback on the efficiency of the customer service process.
- General maintenance of the office; aid with client reception; create, maintain, and record information; and perform general office clerical duties and errands as needed.
- Perform other tasks as necessary and directed by Company management.
Qualifications
- No specific education or experience requirements.
Job Details
- Work Hours: 8
- Experience in Months: Not specified
- Level of Education: Not specified
Job Application Procedure
Industry: Management
Location: Mubende, Mbale, Uganda