Call Centre Agent - Service Charge Support
The Call Centre Agent will serve as the first point of contact for property owners regarding service charge queries, payments, and related matters. The role involves handling inbound and outbound calls, providing accurate information, resolving customer issues, escalating complex cases, and ensuring a high level of client satisfaction.
Key Responsibilities
- Handle inbound calls from clients regarding service charge invoices, payments, arrears, and account statements.
- Make outbound calls to remind clients of due or overdue service charge payments and follow up on commitments.
- Provide clear explanations of service charge components, billing cycles, penalties, and account balances.
- Accurately log all client interactions in the system (CRM or ERP).
- Escalate unresolved queries to the relevant departments for further action.
- Share payment details with clients and guide them on proof of payment submission.
- Track and follow up on client concerns until resolution is achieved.
- Support debt collection efforts by professionally managing sensitive conversations with overdue clients.
- Identify recurring issues and escalate to management for process improvement.
- Maintain professionalism, empathy, and confidentiality at all times.
Requirements
Key Competencies & Skills
- Excellent verbal and written communication skills (English & Kiswahili; additional languages an advantage).
- Strong interpersonal and customer service skills.
- Active listening and problem-solving abilities.
- Ability to remain calm and professional under pressure.
- Attention to detail and accuracy in data entry and call logging.
- Basic understanding of service charge, billing, and debt collection processes.
- Computer literacy (MS Office, CRM/ERP systems).
Qualifications & Experience
- Diploma or Bachelor’s degree in Business, Finance, Customer Service, or related field.
- Minimum 1–2 years’ experience in a call centre, customer service, or collections environment.
Prior experience in real estate, property management, or financial services will be an added advantage.