JOB ADVERTISEMENT: CALL CENTRE AGENTS (3)

The company is an International digital lending fintech operating in emerging markets and launched operations in Zambia in 2023. We offer modern online micro lending services to private individuals in the most convenient way. Successful development of Avofin has been underpinned by custom-made in-house advanced AI-technology, exceptional customer experience, efficient loan portfolio management and robust capital structure.

Due to further expansion, we are inviting suitably qualified ambitious, experienced, self-motivated individuals to apply for the position of Call Center Agents

Location: Kitwe

JOB BRIEF

As a Call Centre Agent in a fintech company, your primary responsibility will be to provide exceptional customer service and support to clients through various communication channels, including phone calls, emails, and chat. You will play a crucial role in addressing customer inquiries, resolving issues, and providing product information. Your strong communication skills, customer-centric approach, and knowledge of fintech products and services will be essential in ensuring a positive customer experience.

Key Responsibilities:

Customer Support: Provide timely and professional customer support by handling inbound and outbound calls, emails, and chat conversations. Address customer inquiries, requests, and concerns related to fintech products, services, and account management.

Issue Resolution: Listen attentively to customer issues and concerns, analyze problems, and provide appropriate solutions or escalate complex issues to higher levels of support or relevant departments. Ensure prompt and effective resolution of customer complaints or problems.

Product Knowledge: Develop a strong understanding of the fintech company’s products, services, and features. Stay updated on new product launches, updates, and enhancements. Effectively communicate product information to customers and assist with product-related queries.

Customer Relationship Management: Build and maintain strong customer relationships by establishing rapport, demonstrating empathy, and providing personalized service. Maintain accurate and detailed customer records, including interactions and case notes.

Compliance and Security: Adhere to company policies, procedures, and security protocols to safeguard customer information and maintain data privacy. Comply with regulatory requirements specific to the fintech industry, such as Know Your Customer (KYC) and Anti-Money Laundering (AML) guidelines.

Quality Assurance: Maintain a high level of professionalism, accuracy, and attention to detail in all customer interactions. Follow established call centre scripts and guidelines to ensure consistent service delivery. Participate in quality monitoring and improvement initiatives.

Continuous Learning: Stay updated on industry trends, product knowledge, and best practices in customer service. Participate in training programs and ongoing professional development opportunities to enhance skills and knowledge.

Team Collaboration: Collaborate with team members, supervisors, and other departments to ensure a seamless customer experience. Share customer feedback, insights, and improvement suggestions with relevant teams to contribute to the enhancement of products and processes.

Qualifications:

High school diploma or equivalent (Bachelor’s degree preferred).

Proven experience (typically 1+ years) in customer service, preferably in a call centre or customer support environment.

Excellent verbal and written communication skills.

Strong customer service orientation and ability to handle challenging customer interactions with empathy and professionalism.

Knowledge of fintech products, services, and industry trends.

Familiarity with customer relationship management (CRM) systems and call centre software.

Ability to multitask, prioritize, and manage time effectively.

Attention to detail and accuracy in data entry and customer documentation.

Problem-solving skills to address customer issues and provide appropriate solutions.

Adaptability and willingness to work in a fast-paced, dynamic environment.

Proficiency in using Microsoft Office applications.

Fluency in additional languages relevant to the fintech company’s customer base is advantageous.