Customer Care Officer

About the role

Watu, Africa's fastest-growing asset finance company, provides asset financing for motorcycles and three-wheelers to help entrepreneurs and their families. With more than 30,000 customers in Nigeria, it is hiring Customer Care Officers in Lagos. You will represent the company's client service philosophy in your branch or office, delivering a positive client experience to potential, new and existing clients and helping to grow the client base.

Key responsibilities

• Make inbound and outbound calls to clients, customers and stakeholders as required
• Provide information, gather feedback, run surveys and follow up on previous interactions
• Maintain accurate records of all communication activities and update the communication database
• Coordinate with other departments and work with team members to meet communication goals and targets
• Enter and update data in the communication management system
• Generate and analyse reports on communication activities and outcomes
• Address inquiries and escalate unresolved issues to the appropriate department
• Ensure customer satisfaction, comply with company policies and relevant regulations, and protect customer confidentiality

Required profile

• BSc or HND in Communications or a relevant discipline
• Fluent French
• 3+ years of experience in the relevant field
• Proven experience as a customer service or telesales officer
• Well-organised, customer-oriented, able to work independently and in a team, and able to handle difficult situations calmly

Required skills

• Proficiency in communication management software and databases
• Medium to advanced Excel and Google Docs, and other analytical tools such as Smartsheet
• Good knowledge of market research techniques and databases