As a Customer Care Officer, you will be responsible for representing Watu in bringing to life our client service philosophy within the assigned branch or office by delivering and maintaining a positive client experience to all our potential, new, and existing clients to grow and expand our client base.
Key Responsibilities
Make inbound and outbound calls to clients, customers, and stakeholders as required.
Provide relevant information, gather feedback, conduct surveys, and follow up on previous interactions
Maintain accurate records of all communication activities
Update and manage the communication database with current information
Coordinate with different departments to ensure smooth communication processes
Work collaboratively with team members to achieve communication goals and targets
Enter and update data accurately in the communication management system
Generate and analyse reports on communication activities and outcomes
Address inquiries and resolve issues or escalate them to the appropriate department
Ensure a high level of customer satisfaction through effective and professional communication
Adhere to company policies and procedures related to communication and data management
Ensure compliance with relevant regulations and standards
Knowledge, skills, and qualifications required;
BSc / HND in Communications or any relevant discipline
Speaks French fluently
3+ years of working experience in the relevant field
Proven experience as a customer service or telesales officer
Excellent verbal and written communication skills
Proficiency in using communication management software and databases
Demonstrable ability to multitask and adhere to deadlines
Ability to work independently and as part of a team
Able to maintain customer confidentiality
Problem-solving skills and the ability to handle difficult situations calmly and effectively
Well-organised with a customer-oriented approach
Good knowledge of market research techniques and databases
Highly analytical with a degree of competency in Excel/Google Sheets, Smartsheet software, and other analytical tools:
Excel - medium or higher
Google documents
Exquisite communication and people skills