Call Center Agent at EXPRESS CREDIT

Express Credit is a global consumer finance company operating in Botswana and 3 surrounding countries, including Zambia, Namibia 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 2017, ExpressCredit has more than tripled its global operations and grown to over 70 employees in Botswana and 1000 employees worldwide. We have our footprints across Botswana with 10 branches in Gaborone Main Mall, Gaborone Station, Maun, Palapye, Mahalapye, Jwaneng, Lobatse, Kanye, Molepolole and Fransictown. 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 Express Credit;

visit: https://www.expresscredit.co.bw/

Express Credit – one team with one dream to bring an added value to all our clients in Africa!

• Handle customer inquiries by phone, email and chats
• Document all call information according to standard operating procedures
• Follow communication scripts when handling different topics;
• Manage, research, identify, and resolve customer complaints using available resources
• Sell and upsell products and place customer applications in the ERP system
• Research required information using available resources and provide customers with product and service information
• Ensure web applications are processed and reaction time targets met
• 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
• Complete call logs and reports
• Ensure adherence to established attendance schedules
• Ensure adherence to training plan and assist with onboarding process itself for new agents
• Observe existing employee performance and come up with proposals for improvements
• Ensure quality of loans processed in Call Center by approving them before they are disbursed
• Perform other tasks as assigned by the Call Center Manager

• Bachelors Degree in any related field
• Experience in Call Centre environment will be an added advantage
• Proficient in relevant computer applications
• 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
• Good data entry and typing skills
• Punctuality