Customer Service & Debt Collection Officer at Morsan HR Consulting

Our client is a leading telecommunications company in Kenya, known for offering reliable and affordable mobile services. They provide a wide range of products, including mobile phones, data plans, and mobile money services, all designed to keep customers connected and empowered. The successful candidate will be responsible for delivering exceptional customer support while ensuring timely recovery of outstanding debts. This role requires someone who is organized, persuasive, and customer-focused.

Key Responsibilities Customer Service Duties

• Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy.
• Provide accurate information regarding products, services, and customer account status.
• Guide clients through mobile service plans, billing, and payment procedures.
• Resolve customer complaints and escalate unresolved issues appropriately.
• Update and maintain customer records in the CRM system.
• Ensure high levels of customer satisfaction through timely feedback and follow-ups.
• Liaise with internal departments to ensure smooth customer experience.
• Proactively inform customers about new products, promotions, and services.
• Assist customers with troubleshooting device issues or connectivity problems.
• Maintain knowledge of product features, pricing, and competitive offerings to provide clients with informed recommendations.
• Ensure timely resolution of customer inquiries within the company’s service level agreements.

Debt Collection Duties

• Contact clients with overdue accounts via phone, email, and SMS to negotiate payment arrangements.
• Monitor customer payment behavior and follow up on defaulted accounts.
• Maintain detailed records of calls, payment commitments, and customer interactions.
• Use skip tracing methods to locate and contact unreachable clients.
• Send reminders, demand notices, and initiate recovery actions when necessary.
• Work closely with the legal team to escalate high-risk accounts or chronic defaulters.
• Meet daily, weekly, and monthly collection targets set by the company.
• Educate customers on the importance of timely payments and the consequences of non- payment.
• Collaborate with other departments to ensure all relevant information about accounts is accurately documented.
• Analyze customers’ payment patterns to identify and address potential issues early.
• Maintain a professional relationship with clients while ensuring debt recovery processes are followed.

Qualifications & Requirements

• Diploma or Degree in Business Administration, Customer Service, Credit Management, or a related field.
• 2–3 years of experience in a similar role, preferably in telecommunications or financial services.
• Strong communication, interpersonal, and negotiation skills.
• Proficiency in Microsoft Office and CRM systems.
• Fluent in English and Kiswahili; knowledge of local languages is an added advantage.
• Ability to handle high-pressure situations with professionalism and integrity.
• Strong attention to detail and excellent organizational skills.
• Knowledge of debt collection laws and best practices is a plus.