Job Description

We are looking for a Customer Collections Consultant to join our team at ikeja. This role is key to maintaining strong relationships with our customers by ensuring timely payments, providing exceptional support and actively assisting with account and service management. You will play a crucial part in customer retention, working closely with both our customers and internal teams to address queries, resolve issues and keep services running smoothly.
If you are detail-oriented, enjoy problem-solving and thrive in a fast-paced, customer-focused environment, we would love to hear from you.
Key Responsibilities
Customer Retention and Collections

• Monitoring of customer payments.
• Calling customers to follow up with outstanding payments.
• Liaising with the Customer Engagement team to collaborate on attending to customer queries.
• Receiving customer calls and managing their queries.
• Updating customer lists for payments and customer details.
• Investigating reasons for non-payment and providing feedback to relevant stakeholders.
• Updating customer details on Admin.

Scheduling

• Scheduling of jobs: calling customers for installation or maintenance for the Team Manager.

Speed Upgrades

• Measuring customer's distance to nearest connection/mast.
• Communicating with customers regarding speed upgrades and scheduling of jobs.
• Communicating with the Team Manager and/or Field Teams to facilitate speed upgrades.
• Handling general customer queries (regarding speed connectivity).
• Updating customer information on Admin (details and speed).

Performance Targets

• Achieve Key Performance Indicators (KIPs) related to the number of chats per shift, the number of calls handled and adherence to service standards and quality expectations.

Team Collaboration and Support
Collaborative Engagement:

• Actively participate in team meetings and collaborative sessions to understand and align with team objectives and company goals.
• Work constructively with team members to field customer queries efficiently and effectively, ensuring a unified approach to customer service.
• Share knowledge and best practices with peers to foster a learning and supportive environment.
• Participate and engage actively in training sessions to improve knowledge and skills.

Supporting Team Objectives:

• Contribute to achieving overall team targets by supporting peers and coordinating efforts, especially during high-volume periods or when handling complex issues.
• Assist in the onboarding and training of new team members to ensure they are well-equipped to meet service standards.
• Provide feedback and suggestions to team leads and management to improve processes and customer satisfaction levels.

Ad Hoc Tasks

• Undertake additional tasks as directed by your Line Manager, based on operational requirements

Requirements
Qualifications

• Minimum of a matric certificate (Grade 12).
• A Diploma or Certificate in Credit Management, Customer Service, Finance or a related field is an advantage.

Experience

• Fluency in Somali (spoken and written) is required for this role.
• 1 - 2 years of experience in customer collections, accounts receivable or call center/customer service roles.
• Experience working in a target-driven environment with a proven ability to meet deadlines and achieve set goals.
• Prior exposure to customer account management and payment follow-ups.
• Experience using customer relationship management (CRM) systems or similar admin tools.
• Familiarity with debt recovery processes is an advantage.

Other Requirements:

• Must have own reliable transportation.
• Comfortable working flexible hours, including weekends.

Skills and Competencies:

• Excellent communication and interpersonal skills.
• Strong negotiation and persuasion abilities.
• Self-motivated with a results-driven approach.
• Ability to work independently and manage time efficiently.
• Strong organizational skills and attention to detail.

Benefits

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:
To apply for this role, please submit a resume outlining your experience and qualifications.
Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.