SALES AND SUPPORT AGENT based in Call Centre

ExpressCredit is a global consumer finance company operating in Namibia and 3 surrounding countries, including Zambia, Botswana, and Lesotho. Our company helps individuals in a need of short-term and long-term financial solutions – all of which make a meaningful and lasting impact on the local communities.  

Since 2018, ExpressCredit has more than tripled its global operations and grown to over 200 employees in Namibia and 1000 employees worldwide. If you want to work for a dynamic, forward-thinking and socially responsible financial services provider we are the right match for you!  

To learn more about ExpressCredit, visit: https://www.expresscredit.com.na/ 

Express Credit is an equal opportunity employer committed to diversity and inclusion in the workplace

ExpressCredit - one team with one dream to bring an added value to all our clients in Africa! 

Job Mission: Responsible for responding to customer queries, complaints and troubleshooting customer service problems by managing the flow of incoming calls, emails and applications.  Responsible for selling different loan products to existing and new customers over the telephone, have excellent communication skills as well as sales ability.

Responsibilities:

• Handle customer inquiries by phone, email, and chats.
• Document all call information according to standard operation procedures.
• Route calls to appropriate person or department when needed.
• Follow communication scripts when handling different topics.
• Manage, research, identify, and resolve customer complaints using available resources.
• Sell products and place customer applications in the ERP system.
• Research required information using available resources and provide customers with product and service information.
• Follow up daily on procedure updates and changes using all available channels and Training environment and adapt accordingly.
• Process web applications.
• Follow up on customer calls and enquiries where applicable.
• Enter new and update existing customer information into system.
• Recognize, document, and alert the management team of trends in customer behaviour, give feedback on findings for continuous quality improvement cycle.
• Identify and escalate issues to supervisors.
• Upsell products and services.
• Complete call logs and reports.
• Ensure adherence to established attendance schedules.
• Process orders, forms, and applications as per set operating procedures.
• Perform other tasks as assigned by the Call Centre Manager.
• Sales:
• Contacting potential customers.
• Initiating sales with potential customers over the phone.
• Asking questions to engage customers and keep the conversation going.
• Listening to the customers' needs to generate repeat sales.
• Gathering and documenting customer information, payment methods, purchases, and reactions to products.
• Keeping up to date on all products and informing customers of new products.
• Answering customers' questions on the products.
• Reading from a prescribed script, focusing on customer needs to close sales.
• Familiarity with CRM systems and following set operating procedures.
• Meeting sales quotas.
• Team and individual qualitative and quantitative targets reached with set acceptable result.

• Excellent verbal and written communication skills along with active listening.
• Knowledge of customer service practices and principles.
• Creative thinking and problem-solving skills.
• The patience and ability to engage customers in conversation.
• Good sales ability with focus on closing and doing follow up’s.
• Computer skills, including Microsoft Office.
• Previous experience working in a call center with clients over the phone.
• The ability to handle rejection and stress in soliciting customers.
• The determination to constantly improve yourself and the sales process.
• Meticulous in record keeping
• Interpersonal skills with a focus on excellent customer service.
• Good data entry and typing skills.
• Punctuality.
• Grade 12 or equivalent - Tertiary Qualification in related field (finance) added advantage.
• Proficient in relevant computer applications.
• 1-2 years of experience in customer service (experience in a call center environment advantageous).
• Required language proficiency.
• Well-spoken individual
• Analytical thinking with an attention to detail and accuracy.
• Excellent time management, good organizational and multi-tasking skills.
• Honesty and Integrity with the ability to maintain confidentiality and exercise discretion.
• Approachable and team player.
• Target driven and persistence.
• Ability to handle stressful situations appropriately.
• Valid Police Clearance Certificate.