Customer Service Officer
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Industry Consulting Founded N / A Type Private Website https://www.peoplelink.co.ke/ Address
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RESPONSIBILITIES
- Handle customer calls, WhatsApp messages, and SMS inquiries regarding installment plans, deposits, repayment schedules, and complaints.
- Send repayment reminders, follow up on initial overdue payments, log payment commitments, and escalate persistent arrears.
- Process authorized device lock and unlock requests, assist with payoff processes, and verify account information before processing.
- Respond to operational inquiries from partner shops and promoters regarding onboarding procedures and escalate system errors.
- Maintain accurate records of customer interactions, track recurring issues, and prepare regular customer service and collections reports.
Requirements
- Diploma or higher qualification in Business Administration, Customer Service, Communications, or a related field.
- 1-3 years of experience in customer service, telecommunications, fintech, lending, or phone-based collections. Fluency in English and Kiswahili.
- Familiarity with M-Pesa transactions and mobile money payment processes
- Basic computer skills and experience using customer service or CRM systems.