Customer Service Rep at Morsan HR Consulting

As a Customer Service Agent, you will play a crucial role in ensuring customer satisfaction and supporting the growth of our business. You will be responsible for onboarding new clients, cross-selling our products, and providing technical support on the Company platform. Additionally, you will be instrumental in onboarding new merchant partners and advising clients on managing past due accounts.

Key Responsibilities:

Client Onboarding:

• Guide new clients through the onboarding process, ensuring a smooth and seamless experience.
• Verify and process client documentation in line with company policies.

Cross-Selling:

• Identify opportunities to cross-sell products and services to existing clients.
• Educate clients on the benefits of additional products that meet their needs.

Technical Support:

• Provide technical support to clients using the company platform, addressing issues, and offering solutions in a timely manner.
• Troubleshoot problems and escalate complex issues to the relevant department when necessary.

Merchant Onboarding:

• Onboard new merchants to partner with the company, explaining the benefits and requirements of the partnership.
• Maintain strong relationships with merchant partners, ensuring they are supported and informed.

Account Management:

• Advise clients on past due accounts, providing them with information on payment options and support available to help them meet their obligations.
• Follow up on outstanding payments and work with clients to create repayment plans where necessary.

Reporting:

• Prepare and submit monthly reports to Head Office on portfolio performance, including client acquisition, cross-selling activities, and outstanding accounts.
• Provide insights and recommendations based on data to improve client retention and service delivery.

Qualifications:

• Bachelor’s degree in Business, Marketing, IT or a related field is preferred.
• Proven experience in customer service, sales, or a related role.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in using CRM systems and other customer service software.
• Knowledge of the financial services industry is an added advantage.