Description

clinicPesa is looking for energetic, customer-focused, and highly professional Customer Care Agents to join our team. As a Customer Care Agent, you will be at the heart of our customer experience helping customers understand and access clinicPesa’s digital financial services while ensuring that every customer receives timely, accurate, and professional support.

KEY RESPONSIBILITIES

The successful candidates will be responsible for:

• Handling customer inquiries through calls, WhatsApp, SMS, email, social media, USSD support, and other approved channels.
• Assisting customers with clinicPesa products and services, including Savings, Loans, Investments, Payments, Wallet services, and clinicPesa MaMa.
• Supporting customers using the clinicPesa USSD platform (*165*44#) and APP
• Receiving, recording, resolving, and following up on customer complaints.
• Providing accurate information about products, services, procedures, and account processes.
• Escalating technical, financial, transaction, fraud, and other complex issues to the appropriate departments.
• Following up on outstanding customer cases to ensure timely resolution.
• Conducting customer satisfaction and follow-up calls.
• Supporting customer onboarding, activation, retention, and approved telesales campaigns.
• Capturing accurate customer information and maintaining proper records in the customer support/CRM system.
• Protecting customer information and maintaining strict confidentiality.
• Following KYC, AML/CFT, data protection, information security, and other applicable company procedures.
• Collecting customer feedback and identifying recurring issues that can help improve our products and services.

QUALIFICATIONS & EXPERIENCE

Applicants should have:

• A Bachelor’s Degree in Customer Service, Business Administration, Marketing, Communications, Public Relations, Social Sciences, or a related field.
• At least 1–2 years of experience in customer care, call centre operations, fintech, banking, telecommunications, financial services, or another customer-facing role.
• Experience in digital financial services, fintech, banking, or telecommunications will be an added advantage.

SKILLS & COMPETENCIES

We are looking for candidates who have:

• Excellent verbal and written communication skills.
• Excellent telephone etiquette.
• Strong customer-service and interpersonal skills.
• Active listening and empathy.
• Strong problem-solving abilities.
• Ability to handle difficult or dissatisfied customers professionally.
• Good computer and digital literacy.
• Strong attention to detail and accuracy.
• Ability to work under pressure and meet performance targets.
• Good time management and organizational skills.
• High levels of integrity, confidentiality, and professionalism.
• Ability to work effectively both independently and as part of a team.
• Ability to learn new products, systems, and technologies quickly.
• Knowledge of relevant local languages is an added advantage.

• Handling customer inquiries through calls, WhatsApp, SMS, email, social media, USSD support, and other approved channels.
• Assisting customers with clinicPesa products and services, including Savings, Loans, Investments, Payments, Wallet services, and clinicPesa MaMa.
• Supporting customers using the clinicPesa USSD platform (*165*44#) and APP
• Receiving, recording, resolving, and following up on customer complaints.
• Providing accurate information about products, services, procedures, and account processes.
• Escalating technical, financial, transaction, fraud, and other complex issues to the appropriate departments.
• Following up on outstanding customer cases to ensure timely resolution.
• Conducting customer satisfaction and follow-up calls.
• Supporting customer onboarding, activation, retention, and approved telesales campaigns.
• Capturing accurate customer information and maintaining proper records in the customer support/CRM system.
• Protecting customer information and maintaining strict confidentiality.
• Following KYC, AML/CFT, data protection, information security, and other applicable company procedures.
• Collecting customer feedback and identifying recurring issues that can help improve our products and services.

• Excellent verbal and written communication skills.
• Excellent telephone etiquette.
• Strong customer-service and interpersonal skills.
• Active listening and empathy.
• Strong problem-solving abilities.
• Ability to handle difficult or dissatisfied customers professionally.
• Good computer and digital literacy.
• Strong attention to detail and accuracy.
• Ability to work under pressure and meet performance targets.
• Good time management and organizational skills.
• High levels of integrity, confidentiality, and professionalism.
• Ability to work effectively both independently and as part of a team.
• Ability to learn new products, systems, and technologies quickly.
• Knowledge of relevant local languages is an added advantage.

• A Bachelor’s Degree in Customer Service, Business Administration, Marketing, Communications, Public Relations, Social Sciences, or a related field.
• At least 1–2 years of experience in customer care, call centre operations, fintech, banking, telecommunications, financial services, or another customer-facing role.
• Experience in digital financial services, fintech, banking, or telecommunications will be an added advantage.