Customer Care Agent

The Customer Service Agent is responsible for delivering exceptional customer service by handling customer inquiries, resolving complaints, providing accurate information on device financing products and services, and supporting customers throughout the financing lifecycle. Key Responsibilities Customer Support - Respond to customer inquiries through phone, email, WhatsApp, and other approved communication channels. - Provide accurate information on device financing products, application processes, repayment plans, and company policies. - Guide customers through the application, approval, and after-sales support processes. - Ensure all customer concerns are addressed professionally and within the required turnaround time. Complaint Resolution - Receive, investigate, and resolve customer complaints promptly and professionally. - Escalate complex issues to the relevant departments and follow up until resolution. - Maintain a high level of customer satisfaction by providing timely updates and feedback. Customer Records & Administration - Maintain accurate and up-to-date customer records in the company's systems. - Document all customer interactions and resolutions. - Ensure customer information is handled confidentially and in compliance with data protection requirements. Cross-Functional Support - Work closely with the Sales, Credit, Collections, and Operations teams to facilitate efficient service delivery. - Follow up on pending customer applications and service requests. - Support operational activities aimed at improving the customer experience. Compliance - Adhere to company policies, procedures, and regulatory requirements. - Ensure all customer interactions comply with internal service standards and applicable legal requirements. - Report any suspected fraud, policy breaches, or operational risks to management. Reporting - Prepare and submit daily, weekly, and monthly customer service reports as required. - Monitor recurring customer issues and recommend service improvement initiatives.

Education - Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, Communications, or a related field. Experience - A minimum of one (1) year of experience in a customer service role within the device financing industry is mandatory. - Demonstrated experience handling customer inquiries, complaints, and support processes in a fast-paced environment. - Experience using Customer Relationship Management (CRM) systems is an added advantage. Skills & Competencies - Excellent verbal and written communication skills. - Strong customer service and relationship management skills. - Excellent problem-solving and conflict-resolution abilities. - High level of professionalism, integrity, and confidentiality. - Strong interpersonal and listening skills. - Good organizational and time management skills. - Ability to multitask and work under pressure. - Proficiency in Microsoft Office Suite and CRM/customer support systems. - Strong attention to detail and accuracy. - Ability to work collaboratively within cross-functional teams.