CALL CENTRE AGENT based in WINDHOEK

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. Always assisting customers in a professional way, in some cases dialing out to make outbound sales..

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.
• 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.
• Conduct outbound calls as assigned by the Call Centre Manager.
• Perform other tasks as assigned by the Call Centre Manager.

• Knowledge of customer service practices and principles.
• Strong phone and verbal communication skills along with active listening.
• Strong written communication skills.
• Computer skills, including Microsoft Office.
• Interpersonal skills with a focus on excellent customer service.
• Problem analysis and problem-solving skills.
• 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 centre environment advantageous).
• Required language proficiency.
• 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.