Call Centre Officer (Collections) - Freetown

About the role

Watu Africa, an asset finance company offering loans for motorcycles, three-wheelers, vehicles and phones, is hiring a full-time Call Centre Officer in Freetown, Sierra Leone. The role covers customer service, client inquiries, verification and collections, and is described as entry-level.

Key responsibilities

• Handle inbound and outbound calls, SMS and customer inquiries, and give accurate product and service information.
• Build and maintain customer and lead databases, and run telesales and follow up leads for conversion.
• Negotiate payment plans with overdue clients and track assigned portfolios, acting on delinquent accounts.
• Verify loan applicants and make verification calls to borrowers and next of kin, ensuring documentation is complete.
• Support after-sales processes such as swaps, theft cases, rescheduling and app escalations.
• Document all communication, report accurately, and escalate unresolved issues to supervisors.
• Take part in training, performance reviews and team meetings, and meet company deadlines.

Required profile

• Diploma or degree in Business, Marketing, Finance or a related field.
• At least 1 year of experience in customer service, call centre, telesales or collections.
• Strong communication and people skills, ability to multitask and work under pressure.
• High level of integrity, confidentiality and professionalism.

Required skills

• Proficiency in Microsoft Word and Excel.
• Ability to meet daily call effectiveness, monthly collection rate, daily number of clients handled, call quality score, lead conversion rate and verification timeliness and accuracy.

What we offer

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