What are the responsibilities and job description for the Call Centre Officer position at Watu?
About WATU
At Watu Africa, we empower entrepreneurs. WATU is a mission-driven, customer-centric company that believes everyone who wishes to become an entrepreneur deserves an opportunity to start, grow and achieve their goals in life. As Africa’s fastest-growing Asset Finance Company, we see the continent’s bright and prosperous future and want to be part of the team transforming it into reality. Our vision is to provide asset financing services for mobility assets (motorcycles, three-wheelers, and vehicles) and phones to ambitious individuals who believe that, when provided with the right tools, they can fulfill their dreams as entrepreneurs and prosper in life while supporting the needs of their families and community. We, therefore, have a commitment to Empower Entrepreneurs by providing the means needed to move and improve in their lives.
Job Purpose
The Call Centre Officer will provide excellent customer service, manage client inquiries, conduct verification, and support collections through effective inbound and outbound communication. The role requires professionalism, accuracy, and strong follow-up abilities to ensure a positive customer experience and strong portfolio performance.
Key Responsibilities
At Watu Africa, we empower entrepreneurs. WATU is a mission-driven, customer-centric company that believes everyone who wishes to become an entrepreneur deserves an opportunity to start, grow and achieve their goals in life. As Africa’s fastest-growing Asset Finance Company, we see the continent’s bright and prosperous future and want to be part of the team transforming it into reality. Our vision is to provide asset financing services for mobility assets (motorcycles, three-wheelers, and vehicles) and phones to ambitious individuals who believe that, when provided with the right tools, they can fulfill their dreams as entrepreneurs and prosper in life while supporting the needs of their families and community. We, therefore, have a commitment to Empower Entrepreneurs by providing the means needed to move and improve in their lives.
Job Purpose
The Call Centre Officer will provide excellent customer service, manage client inquiries, conduct verification, and support collections through effective inbound and outbound communication. The role requires professionalism, accuracy, and strong follow-up abilities to ensure a positive customer experience and strong portfolio performance.
Key Responsibilities
- Handle inbound and outbound calls, SMS, and customer inquiries.
- Provide accurate product and service information.
- Build and maintain customer and leads databases.
- Conduct telesales and follow up on leads for conversion.
- Negotiate payment plans with overdue clients and support collection targets.
- Track assigned portfolios and take timely action on delinquent accounts.
- Escalate unresolved issues to supervisors.
- Verify loan applicants and ensure all documentation meets requirements.
- Make verification calls to borrowers and next of kin.
- Support after-sales processes including swaps, theft cases, rescheduling, and app escalations.
- Document all communication and maintain accurate reports.
- Participate in training, performance reviews, and team meetings.
- Adhere to company policies, work plans, and deadlines.
- Perform any other duties assigned by the Supervisor or Management.
- Daily Call Effectiveness (CE)
- Monthly Collection Rate
- Daily Number of Clients (NOC) handled
- Call Quality (QC Score)
- Lead conversion rate
- Timeliness and accuracy of verifications
- Diploma or Degree in Business, Marketing, Finance, or related field.
- Minimum of 1 year experience in customer service, call centre, telesales, or collections.
- Proficiency in Microsoft Office (Word & Excel).
- Strong communication and people skills.
- Ability to multitask and work under pressure.
- High level of integrity, confidentiality, and professionalism.
- A dynamic and international working environment.
- Competitive compensation package.
- Opportunities for growth and professional development.
- Health benefits.