Mogo Credit Tanzania~2mo ago

Inbound Call Center agents

Tanzaniamid

OtherCenter

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Quick Summary

Overview

Description Customer Interaction Respond promptly to customer inquiries via phone, email, live chat, and social media. Handle customer complaints professionally, provide appropriate solutions, and follow up to ensure full resolution.

Technical Tools

OtherCenter

Respond promptly to customer inquiries via phone, email, live chat, and social media.
Handle customer complaints professionally, provide appropriate solutions, and follow up to ensure full resolution.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Generate application leads by accurately capturing and sharing all customer inquiries and application details received by the agent.

Identify and assess customers’ needs by actively listening, asking relevant questions, and determining the most suitable solutions.
Troubleshoot and resolve customer issues accurately and efficiently.
Take the extra mile to engage customers beyond basic requirements to ensure a positive experience, including personalized follow-ups or added support.
Build sustainable relationships and trust with customers through open, interactive, and respectful communication.
Escalate unresolved or complex issues to the appropriate departments or management in a timely manner.

Develop and maintain a strong understanding of the company’s products and services.
Stay updated on product changes, enhancements, and policies to provide accurate and reliable information to customers.

Document all customer interactions, inquiries, complaints, and transactions accurately in the CRM system.
Maintain clear and detailed records of customer communications and actions taken.
Provide accurate, valid, and complete information to customers using approved tools, systems, and procedures.
Provide feedback and insights to management on the efficiency and effectiveness of customer service processes.

Collaborate with team members to ensure consistent, high-quality customer service.
Participate actively in team meetings, training sessions, and continuous professional development activities.
Meet individual and team performance targets and KPIs as assigned.