Customer Service Representative

Customer Service Representative

Palmpay is a Pan-African fintech company currently operating in Tanzania, Ghana, Nigeria and expanding to other markets in Uganda. We are reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online. We are seeking for a proactive and results-driven Customer Service Representative who will be responsible for addressing customer queries, resolving issues, and ensuring customer satisfaction.

Key Responsibilities

• Respond and manage multiple inbound calls from customers
• Listen and interact with clients to identify and provide solutions effective for meeting their needs
• Build and establish positive trust relationship with clients in order to ensure continued client patronage and satisfaction
• Provide clients with information on company products and services in order to address their inquiries
• Collaborate with the customer service manager to ensure proper implementation of customer service policies and procedures
• Reach out to customers through phone calls and emails to inform them of deals/promotions as well as obtain feedback
• Utilize computer systems in maintaining record of customer calls and account information
• Collect important customer information such as phone number and address when processing payment
• Address client inquiries regarding warranty agreements and conditions of sale
• Escalate complex customer issues to customer service supervisors or managers for effective resolution
• Maintain an up-to-date knowledge of company products and services so as to effectively respond to client inquiries
• Evaluate client needs to determine the strategy most effective in meeting their requirements
• Respond to billing complaints by facilitating product exchange, refund or bill adjustment
• Obtain relevant information in order to verify the authenticity of a complaint
• Follow up on customers to ensure they are satisfied with received product/services

Required Qualifications

• Diploma or bachelor's degree in business administration, marketing, public relations, sales or related field
• 1-3 years of work experience in fintech or banking industry
• Must be Ugandan citizen

Skills

• Communication Skills
• Problem-Solving Skills
• Attention to Detail
• Empathy and Patience
• Sales Skills
• Time Management
• Must be Ugandan