Graduate In Training Customer Care Officer job at Watu | Apply Now

• Answer incoming customer calls, emails, and chat messages promptly and professionally.

• Provide information about company products, terms, and conditions to clients while ensuring continuous improvement of customer service processes and procedures.

• Resolve customer queries and complaints promptly, escalating unresolved issues to the appropriate team members.

• Maintain accurate records of customer interactions, updates, and resolutions in the company's customer relationship management (CRM) system.

• Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information thus assisting in forming marketing strategies.

• Collaborate with other departments, such as AF (Onboarding), collections, and marketing, to provide exceptional customer service.

• Assist clients with the application process, guiding them through each step and ensuring all required documentation is submitted.

• Participate in regular training sessions to enhance product knowledge, communication skills, and understanding of company policies.

• General maintenance of the office; Aiding with client reception; Creating, maintaining, and recording information and Performing general office clerical duties and errands as needed.

Key Result Areas

• Customer Satisfaction: Deliver a high level of customer satisfaction by addressing their needs and concerns effectively and efficiently.

• First Contact Resolution: Achieve a high first contact resolution rate by resolving customer issues during the initial interaction.

• Response Time: Ensure customer inquiries and complaints are responded to promptly, within the company's set service level agreements (SLAs).

• Knowledge and Product Understanding: Continuously improve product knowledge and understanding of company policies to better serve customer