Call Centre Officer - Customer Service & Collections

About the role

Watu Africa, an asset finance company focused on financing mobility assets (motorcycles, three-wheelers, vehicles and phones) and phones, is hiring a Call Centre Officer in Freetown, Sierra Leone. The officer provides customer service, manages client inquiries, conducts verification and supports collections through inbound and outbound communication. The role is full time, entry level and share.

Key responsibilities

• Handle inbound and outbound calls, SMS and customer inquiries, and give accurate product and service information
• Build and maintain customer and leads databases, and run telesales and follow up leads for conversion
• Negotiate payment plans with overdue clients and support collection targets
• Track assigned portfolios and act on delinquent accounts, escalating unresolved issues to supervisors
• Verify loan applicants and make verification calls to borrowers and next of kin
• Support after-sales processes such as swaps, theft cases, rescheduling and app escalations
• Document all communication, keep accurate reports and take part in training, performance reviews and team meetings

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
• Call effectiveness, collection rate, call quality score and lead conversion KPIs

What we offer

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