About Unifi

Unifi is a fast-growing finance and technology company operating in Kenya, Zambia, Uganda and South Africa. Unifi delivers personal lending products through branch, mobile phone and online channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

The Role

We are looking for energetic individuals with a good understanding of customer service principles and best practices to form part of our customer service call centre team.

Responsibilities

Operational

1. Answer incoming calls and respond to clients.
2. Manage and resolve client’s complaints
3. Sell and market Unifi Credit products to customers.
4. Identify and escalate issues to supervisors.
5. Provide product and service information to clients.
6. Research required information using available resources.
7. Research, identify, and resolve client’s complaints using an applicable system.
8. Process, queries, and applications (Employment verification, New employer and Data check).
9. Route calls to appropriate personnel.
10. Document all call information according to standard operating procedures.
11. Recognize, document, and alert the management team of trends to clients calls.
12. Follow up and encourage clients to make timely loan repayments/payables/arrears.
13. Complete call logs and reports.

Other

1. Actively participate in all brand awareness and marketing activities
2. Maintain thriving relationships with customers and stakeholders.
3. Make Unifi a fun place to work.

Requirements

1. Work experience in a similar role. A degree in Business Administration/Finance/ Communication is preferred but not required.
2. Proven experience working with customer-centric brands.
3. Excellent organizational and multitasking skills.
4. Outstanding communication and interpersonal abilities.
5. Creativity and commercial awareness.
6. A self-starter and team player with a customer-oriented approach.
7. Knowledge of financial products and services will be a plus.