Administrator II Operations Support (Kenya)

This role focuses on providing exceptional customer service by handling calls and walk-in customers, resolving queries and disputes, and accurately processing consumer requests. It involves educating consumers on credit regulations, maintaining records, and ensuring compliance with company policies. The position requires strong communication, problem-solving, and analytical skills, along with proficiency in MS Office and CRM systems, to support departmental objectives effectively.

Must Have

• Handle incoming calls and assist walk-in customers.
• Process consumer requests and capture information accurately.
• Investigate and resolve consumer disputes and queries.
• Provide timely feedback to consumers.
• Educate consumers on Kenya Credit Bureau Regulations.
• Update daily query log sheets and ensure accurate documentation.
• Maintain high standards of call quality and customer service.
• Adhere to company and departmental policies.
• Diploma or Degree in Business, Customer Service, or related field.
• 1-2 years’ experience in a customer service role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency in MS Office and CRM systems.
• Ability to work under pressure and manage multiple tasks.
• Ability to work independently with minimum supervision.

What We'll Bring:

To provide exceptional customer service by handling incoming calls, assisting walk-in customers, resolving queries and disputes, and ensuring accurate processing of consumer requests in compliance with company policies and regulatory requirements. Consumers with information, education and assistance.

What You'll Bring:

Key Responsibilities:

Handle Consumer Interactions:

• Attend to incoming calls and assist walk-in customers promptly and professionally.
• Accurately process consumer requests and capture information into relevant systems for each call, query, or dispute received.

Query and Dispute Management:

• Investigate and resolve consumer disputes and queries within agreed timelines.
• Provide timely feedback to consumers via email, telephone, or in person regarding queries and disputes logged.
• Maintain and update contact lists to ensure subscriber information is accurate and up to date.

Consumer Education:

• Educate consumers on Kenya Credit Bureau Regulations, particularly regarding dispute and query processes.

Record Keeping and Reporting:

• Update daily query log sheets (statistics) and submit to supervisors.
• Ensure accurate documentation of all consumer interactions and resolutions.

Quality and Compliance:

• Maintain high standards of call quality and customer service while handling requests.
• Adhere to company and departmental policies, procedures, and compliance requirements.

Perform any other duties as assigned by the supervisor to support departmental objectives.

Impact You'll Make:

Skills and Qualifications:

• Diploma or Degree in Business, Customer Service, or related field.
• Minimum of 1–2 years’ experience in a customer service role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency in MS Office and CRM systems.
• Ability to work under pressure and manage multiple tasks effectively
• Begins to develop an understanding of the technical aspects of products and services.
• Must have thorough understanding of various equipment typically found in an office environment. Must be able to complete assignments accurately and within the given deadlines.
• Must be able to plan accordingly when deadlines of current projects change.
• Ability to prioritize customer requests.
• Must be able to work independently with minimum supervision.
• Ability to effectively resolve questions and problems by acting as a liaison with multiple parties.
• Generally, works independently with very limited supervision, prioritizing tasks and creating daily work plans.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.