Description:

Job Title: Contact Center Agent

Job Summary

The Drop-off Management role involves immediate outreach to customers who have initiated loan inquiries via WhatsApp but dropped off during this process. This position requires proactive follow-up to understand the reasons for the drop-off and aid resolve customer concerns. Successful candidates will possess exceptional customer service, follow-up, sales, and outbound engagement skills. The primary goal is to ensure that all drop-off customers on all our lending platforms are duly engaged and to drive customer satisfaction and sales.

Job Details

Responsibilities:

• Immediate Customer Engagement: Make prompt calls to customers who have initiated but abandoned loan requests via our lending platform
• Follow-Up Procedures: Consistently follow up with customers to understand the reasons behind their drop-off and address any concerns they may have.
• Issue Resolution: Assist customers in resolving any issues or queries they encountered during their interaction with our lending services.
• Customer Service Excellence: Always provide outstanding customer service, ensuring a positive experience for every customer engaged.
• Sales Skills: Utilize persuasive sales techniques to assist customer continue with their loan application process
• Outbound Engagement: Engage customers proactively, maintaining a professional and friendly demeanor throughout the interaction

Requirements

Job Requirement

• Excellent customer service skills with a strong focus on customer satisfaction.
• Proven ability to follow up consistently and persistently with customers.
• Sales experience or aptitude for persuasive communication.
• Strong outbound engagement skills, including the ability to build rapport quickly.
• Effective time management and organizational skills.
• Excellent outbound engagement abilities, including phone etiquette and written communication.

Person Specification

• Minimum 1 years of experience in a customer service, sales, or call center role.
• Flexible working hours to accommodate customer availability, including evenings and weekends if necessary.

Benefits

At Credit Direct Limited, we value our employees and strive to provide a comprehensive benefits package that recognizes their contributions and supports their well-being. As part of our commitment to a positive work environment, we offer the following benefits:

Competitive Salary: We offer a competitive salary structure that is commensurate with industry standards and recognizes the skills and experience of our employees.

Quarterly Performance Pay: We recognize and reward exceptional performance. Our quarterly performance pay program allows employees to earn additional compensation based on their individual and team achievements.

Transport Subsidy: We understand the importance of accessible transportation for our employees. To assist with commuting expenses, we provide a transport subsidy to help alleviate the financial burden associated with travel to and from work.

Staff Bus: We offer a convenient and reliable staff bus service for eligible employees, ensuring a comfortable and stress-free commute to the workplace.

Hybrid Work: We believe in providing flexibility and work-life balance. Our hybrid work policy allows eligible employees to work remotely for a certain number of days per week, promoting a healthy work-life integration.

13th Month Salary: As an additional financial benefit, we provide a 13th-month salary to our employees. This extra payment, usually received at the end of the year, serves as a bonus and acknowledges their dedication and commitment throughout the year.

Leave Allowance: We recognize the importance of taking time off for rest and relaxation. In addition to annual leave entitlement, we provide a leave allowance to eligible employees, offering financial support during their vacation time.

Profit Sharing: We believe in sharing our success with our employees. Through our profit-sharing program, eligible employees have the opportunity to receive a share of the company’s profits, providing an additional incentive for their dedication and hard work.

These benefits are designed to support our employees’ financial well-being, work-life balance, and professional growth. We continuously review and enhance our benefits package to ensure that it remains competitive and aligned with the needs and preferences of our valued employees.

About Company