Call Centre Agent at FINCA International

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.

Job Requirements

• 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

• Call Centre employees: o Ensuring a harmonious working relationship with Call Centre employees (both peers and other employees irrespective of level if seniority) and working effectively in a team-based and highly regulated work environment by working accurately and towards clearly defined goals.

• Qualifications: o A college diploma or university degree.

• Experience:

o A minimum of one year’s experience is a front-line customer service role.

o Prior call centre work experience is not required but is considered an advantage.

• Knowledge and Skills:

o High levels of customer literacy, including a general working knowledge of MS Windows-based applications.

o Written and verbal fluency in (name of languages(s))

o High levels of problem solving and active listening skills

o The ability to multi-task

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