Customer Care Officer job at Watu

July 16, 2024 Business, Featured, Full-time

Customer Care Officer job at Watu

Vacancy Title: Customer Care Officer

Type: FULL TIME
Industry: Financial Services
Category: Customer Service

Jobs at: Watu
Deadline: Wednesday, July 31, 2024
Duty Station: Within Uganda, East Africa

Summary:
Date Posted: Monday, July 15, 2024
Base Salary: Not Disclosed

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Job Details:
As a Customer Care Officer at Watu, you will be responsible for representing Watu Credit Ltd and implementing the company’s customer care plan. This role requires maintaining high customer service standards, building sustainable relationships with customers, and resolving product or service problems efficiently.

Key Responsibilities:

Customer Service Implementation:
Represent Watu Credit Ltd and implement the company’s customer care plan.
Standards Maintenance:
Maintain customer service standards while serving existing customers and attracting new ones.
Relationship Building:
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Customer Inquiries:
Receive and respond to customer service inquiries on account balances, transaction details, statements, fees, and charges. Refer customers to appropriate Watu Credit services and representatives.
Problem Resolution:
Clarify customer complaints, determine the cause, select and explain the best solution, expedite correction or adjustment, and follow up to ensure resolution.
Market Research:
Identify customer needs, research and analyze market trends, pricing schedules, competitor products, and other relevant information to assist in forming marketing strategies.
Product Recommendations:
Recommend potential products or services to management by collecting and analyzing customer information. Prepare product or service reports based on customer information.
Collaboration:
Cooperate with other departments and line managers to develop detailed customer care plans for all existing and future products.
Marketing Participation:
Participate in the creative development of promotional materials, website content, advertisements, and other marketing-related projects.
Communication:
Communicate with media channels, advertising agencies, printers, and other services to help marketing projects reach their goals.
Customer Satisfaction Surveys:
Carry out customer satisfaction surveys to identify process and product improvement areas.
Process Improvement:
Propose process, procedure, and cost-efficiency improvements. Provide feedback on the efficiency of the customer service process.
Office Maintenance:
General office maintenance, aiding with client reception, creating, maintaining, and recording information, and performing general office clerical duties and errands as needed.
Additional Tasks:
Perform other tasks as necessary and directed by the company management.