Position Title: Customer Support Officer - Client Tickets  (Internal Candidates Only)

Reporting to: Customer Support Supervisor - Client Tickets

Department: Customer Support

What you will do:

• Make calls to clients to assist in registering ECitizen accounts as per the updated lists and incoming tickets in the officer portfolios and ensure all follow ups are done as per set processes and parameters
• Escalate difficult cases to the Supervisor to be handled as special cases as per set parameters
• Attend to all tickets assigned into the officer’s portfolio by making required checks i.e Mifos, E Citizen account registration, relevant required request documents and updating all activities in the LB Officer portfolio
• Follow up on returned cases in the portfolio and attend to as per stream processes
• Handle reception logbook queries in a timely and professional manner, issue transferred logbooks to clients at HQ office and update all activities in portfolio file 
• Sort signed release documents from branches received from the branches and issue out for physical archiving 
• Maintain the required ticket TAT as per set KPIs
• Approve logbook releases with 100% accuracy and maintain required TAT as per KPIs

What are we looking for:

• You are passionate about our mission to empower entrepreneurs.
• A minimum of a Bachelor’s Degree or  Diploma in a Business related field.
• You bring at least one (1) year of working experience within the asset financing industry or call center as an intern or full-time employee. 
• Self-motivated with high energy and ability to prioritize, meet deadlines, and flexibility to adopt fast-paced and dynamic working environments
• Ability to deal with challenging Customers through demonstration of high negotiation skills and ability to perceive, interpret, demonstrate, control, evaluate, and use emotions to communicate with and relate to Customers effectively and constructively
• Excellent communication skills and ability to build rapport, work and blend with a team of individuals from diverse backgrounds
• Excellent interpersonal skills with a spirit to go an extra mile and assist other team members and customers reach a win-win outcome.
• Ethical, compliant professional with no criminal records.
• Willingness to work various hours as business demands, including late nights, weekends, and holidays.