Reporting to: Customer Service Manager

Our client, eLipa, who is a reliable payment processing services provider that supports instant payment processing using mobile money, mobile banking, debit, and credit cards, eLipa wallet and Pesalink is looking for a Customer Care Representative to join their team.

JOB PURPOSE:

To provide assistance, resolve customer complaints, and attract potential customers by answering product and service questions and suggesting information about other products and services. 

KEY RESPONSIBILITIES AND DUTIES

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer inquiries.
• Provide accurate, valid and complete information by using the right methods/tools.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.

• Ensure customer satisfaction and provide professional customer support.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Follow communication procedures, guidelines and policies, and take the extra mile to engage customers.

MINIMUM REQUIRED QUALIFICATIONS AND EXPERIENCE 

• Proven customer support experience or experience as a Client Service Representative not less than 3 years.
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• MS Excel, PowerPoint, Word Microsoft Office Skills
• High school diploma

SKILLS AND COMPETENCIES

• Detail-oriented
• Ethical, Honest and Transparent
• Disciplined
• Awareness of the commercial trends and developments within the industry
• A demonstrable problem solver
• Able to work well with other team members across cultures.

NB: Flexi Personnel does not charge candidates for job placement.