Customer Care Agent

Key Responsibilities

Customer Support

 Respond to customer inquiries through phone, email, WhatsApp, and other approved communication channels.

 Provide accurate information on device financing products, application processes, repayment plans, and company policies.

 Guide customers through the application, approval, and after-sales support processes.

 Ensure all customer concerns are addressed professionally and within the required turnaround time.

Complaint Resolution

 Receive, investigate, and resolve customer complaints promptly and professionally.

 Escalate complex issues to the relevant departments and follow up until resolution.

 Maintain a high level of customer satisfaction by providing timely updates and feedback.

Customer Records & Administration

 Maintain accurate and up-to-date customer records in the company's systems.

 Document all customer interactions and resolutions.

 Ensure customer information is handled confidentially and in compliance with data protection requirements.

Cross-Functional Support

 Work closely with the Sales, Credit, Collections, and Operations teams to facilitate efficient service delivery.

 Follow up on pending customer applications and service requests.

 Support operational activities aimed at improving the customer experience.

Compliance

 Adhere to company policies, procedures, and regulatory requirements.

 Ensure all customer interactions comply with internal service standards and applicable legal requirements.

 Report any suspected fraud, policy breaches, or operational risks to management.

Reporting

 Prepare and submit daily, weekly, and monthly customer service reports as required.

 Monitor recurring customer issues and recommend service improvement initiatives.

Qualifications

Education

 Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, Communications, or a related field.

Experience

 A minimum of one (1) year of experience in a customer service role within the device financing industry is mandatory.

 Demonstrated experience handling customer inquiries, complaints, and support processes in a fast-paced environment.

 Experience using Customer Relationship Management (CRM) systems is an added advantage.

Skills & Competencies

 Excellent verbal and written communication skills.

 Strong customer service and relationship management skills.

 Excellent problem-solving and conflict-resolution abilities.

 High level of professionalism, integrity, and confidentiality.

 Strong interpersonal and listening skills.

 Good organizational and time management skills.

 Ability to multitask and work under pressure.

 Proficiency in Microsoft Office Suite and CRM/customer support systems.

 Strong attention to detail and accuracy.

 Ability to work collaboratively within cross-functional teams.