Call Centre Officer – Customer Service & Collections

About the role

The Call Centre Officer will deliver high‑quality customer service, manage inbound and outbound communications, verify loan applications, and support collections for an asset‑finance company focused on empowering entrepreneurs across Africa.

Key responsibilities

• Handle inbound and outbound calls, SMS, and customer inquiries.
• Provide accurate information about products and services.
• Build and maintain customer and leads databases.
• Conduct telesales and follow up on leads to achieve conversion targets.
• Negotiate payment plans with overdue clients and support collection goals.
• Monitor assigned portfolios, taking timely action on delinquent accounts.
• Escalate unresolved issues to supervisors.
• Verify loan applicants and ensure documentation compliance.
• Make verification calls to borrowers and next‑of‑kin.
• Support after‑sales processes such as swaps, theft cases, rescheduling, and app escalations.
• Document all communications and maintain accurate reports.
• Participate in training, performance reviews, and team meetings.

Required profile

• Diploma or degree in Business, Marketing, Finance or a related field.
• Minimum 1 year experience in customer service, call centre, telesales or collections.
• High level of integrity, confidentiality and professionalism.

Required skills

• Proficiency in Microsoft Office (Word & Excel).

What we offer

• Dynamic, international working environment.
• Competitive compensation package.
• Opportunities for growth and professional development.
• Health benefits.