Customer Service Agent — Platinum Credit Limited (Nairobi)

Customer Service Agent

Job Description

Platinum Credit Limited is looking for a dedicated Customer Service Agent to act as the primary point of contact for our valued clients. The role’s strategic value lies in maintaining high customer retention rates and enhancing the company’s reputation through exceptional service delivery. Operating within the micro-finance domain, the agent will handle inquiries and resolve issues, ensuring that every customer interaction is professional, empathetic, and efficient.

Key Responsibilities

• Manage high volumes of inbound and outbound customer inquiries via phone, email, and chat.
• Provide accurate information regarding credit products, interest rates, and repayment schedules.
• Resolve customer complaints promptly and escalate complex issues to the relevant department heads.
• Maintain detailed and accurate records of all customer interactions within the CRM system.
• Proactively follow up with clients to ensure their needs have been met and gather feedback.
• Support the operations team in verifying client information and facilitating smooth service delivery.

Qualifications & Experience

• Bachelor’s degree or Diploma in a business-related field.
• Previous experience in a customer service or call center environment is preferred.
• Proficiency in using CRM software and standard office productivity tools.
• Excellent verbal and written communication skills in English and Swahili.
• Strong problem-solving abilities and a high level of emotional intelligence.
• Ability to remain calm and professional in high-pressure situations.

Method of Application

Send your application to: recruitment@platinumcredit.co.ke