Customer Care Officer

WATU is a focus-driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious 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 making it a reality.

Our vision is to provide asset financing for motorcycles and three-wheelers to those who understand when provided with the right tools that can fulfil their dreams and the needs of their families and community.

We Empower Entrepreneurs by providing the means needed to move and improve lives.
Our business is growing rapidly, and with more than 30,000 customers in Nigeria, we are looking for enthusiastic Customer Care Officers in Lagos, Nigeria. We are looking for doers who are ready to roll up their sleeves and, with their hard work and dedication, create the impact needed in our communities.

Do you want to become a part of our ambitious and creative team of smart individuals, make a difference, and do you have what it takes? Then read on and apply for this exciting opportunity!

As a Customer Care Officer, you will be responsible for representing Watu in bringing to life our client service philosophy within the assigned branch or office by delivering and maintaining a positive client experience to all our potential, new, and existing clients to grow and expand our client base.

Key Responsibilities:

• Make inbound and outbound calls to clients, customers, and stakeholders as required.  
• Provide relevant information, gather feedback, conduct surveys, and follow up on previous interactions.
• Maintain accurate records of all communication activities.
• Update and manage the communication database with current information.
• Coordinate with different departments to ensure smooth communication processes.
• Work collaboratively with team members to achieve communication goals and targets.
• Enter and update data accurately in the communication management system.
• Generate and analyse reports on communication activities and outcomes.
• Address inquiries and resolve issues or escalate them to the appropriate department.
• Ensure a high level of customer satisfaction through effective and professional communication.
• Adhere to company policies and procedures related to communication and data management.
• Ensure compliance with relevant regulations and standards.

Knowledge, skills, and qualifications required;

• BSc / HND in Communications or any relevant discipline.
• Speaks French fluently 
• 3+ years of working experience in the relevant field.
• Proven experience as a customer service or telesales officer
• Excellent verbal and written communication skills.
• Proficiency in using communication management software and databases.
• Demonstrable ability to multitask and adhere to deadlines
• Ability to work independently and as part of a team.
• Able to maintain customer confidentiality.
• Problem-solving skills and the ability to handle difficult situations calmly and effectively.
• Well-organised with a customer-oriented approach
• Good knowledge of market research techniques and databases
• Highly analytical with a degree of competency in Excel/Google Sheets, Smartsheet software, and other analytical tools:
• Excel - medium or higher
• Google documents 
• Exquisite communication and people skills