Key Responsibilities :

Customer Support :

- Handle incoming customer inquiries via phone calls, WhatsApp, emails, and other communication channels promptly and professionally.

- Provide accurate information regarding Sav card features, benefits, usage guidelines, and troubleshooting assistance as needed.

- Ensure timely resolution of customer issues and escalate complex queries to the appropriate departments for further investigation and resolution.

Welcome Calls and Onboarding :

- Conduct welcome calls to all new Sav card holders to introduce them to the card features, benefits, and operational procedures.

- Guide customers through the process of top-up, and any additional documentation or verification requirements.

- Address customer questions and concerns during the onboarding process and ensure a smooth and positive customer experience.

Documentation and Reporting :

- Maintain accurate records of customer interactions, transactions, comments, and complaints using the systems set in place.

- Prepare reports on customer feedback, trends in inquiries, and issues encountered to support continuous improvement initiatives.

Customer Relationship Management :

- Build and maintain strong customer relationships by providing personalised assistance and proactive support.

- Follow up with customers to ensure their issues are resolved satisfactorily and gather feedback on their experience with Sav products and services.

Team Collaboration :

- Collaborate effectively with other departments, including Operations, Finance, and Marketing, to address customer inquiries and improve overall service delivery.

- Contribute to team meetings and initiatives aimed at enhancing customer satisfaction and operational efficiency.

Qualifications and Skills :

- Previous experience in customer service, preferably in a financial services or fintech environment.

- Strong communication skills with a customer-centric approach to problem-solving.

- Ability to multitask and prioritise tasks effectively in a fast-paced environment.

- Proficiency in using CRM software and familiarity with customer service tools and techniques.

- Excellent interpersonal skills with the ability to build rapport and maintain positive relationships with customers.

- Attention to detail and accuracy in handling customer information and transaction records.

Education and Experience :

- High school diploma required; Bachelor's degree preferred.

- Minimum of 2 years of experience in a customer service role, preferably within the financial services industry.

- Experience with welcome calls, onboarding processes, and customer relationship management is advantageous.

Benefits :

- A team invested in your growth and career trajectory.

- Competitive salary commensurate with experience + performance bonus