We are looking for a Customer Service Agent.
As a Customer Service Agent, you will play a crucial role in ensuring customer satisfaction and supporting the growth of our business. You will be responsible for onboarding new clients, cross-selling our products, and providing technical support on the Company platform. Additionally, you will be instrumental in onboarding new merchant partners and advising clients on managing past due accounts.
Responsibilities:
Client Onboarding:

• Guide new clients through the onboarding process, ensuring a smooth and seamless experience. – Verify and process client documentation in line with company policies.

Cross-Selling:

• Identify opportunities to cross-sell products and services to existing clients.
• Educate clients on the benefits of additional products that meet their needs.

Technical Support:

• Provide technical support to clients using the company platform, addressing issues, and offering solutions in a timely manner.
• Troubleshoot problems and escalate complex issues to the relevant department when necessary.

Merchant Onboarding:

• Onboard new merchants to partner with the company, explaining the benefits and requirements of the partnership.
• Maintain strong relationships with merchant partners, ensuring they are supported and informed.

Account Management:

• Advise clients on past due accounts, providing them with information on payment options and support available to help them meet their obligations.
• Follow up on outstanding payments and work with clients to create repayment plans where necessary.

Reporting:

• Prepare and submit monthly reports to Head Office on portfolio performance, including client acquisition, cross-selling activities, and outstanding accounts.
• Provide insights and recommendations based on data to improve client retention and service delivery.

• Bachelor’s degree in Business, Marketing, IT or a related field is preferred.
• Proven experience in customer service, sales, or a related role.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in using CRM systems and other customer service software.
• Knowledge of the financial services industry is an added advantage.

Competencies:

• Excellent problem-solving skills and attention to detail.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• A customer-centric mindset with a focus on delivering exceptional service.
•  Ability to adapt to changing priorities and thrive in a fast-paced environment.