CALL CENTRE AGENT

• Make outbound calls to prospective and existing customers in accordance with daily call targets.
• Introduce and promote the organization's loan products and financial solutions.
• Generate quality sales leads and convert prospects into active customers.
• Follow up on loan inquiries and applications to improve conversion rates.
• Build and maintain strong customer relationships through professional and courteous communication.
• Respond accurately to customer inquiries and provide appropriate product information.
• Listen actively to understand customer needs and recommend suitable financial solutions.
• Handle customer concerns professionally and escalate complex issues where necessary.
• Accurately capture customer information using CRM and other business systems.
• Meet and exceed daily, weekly, and monthly productivity, quality, and sales KPIs.
• Maintain confidentiality of customer information and adhere to regulatory and company policies.
• Participate in coaching sessions, product training, and continuous learning initiatives.

• Bachelor's Degree from a recognized institution.
• Credit pass in Mathematics and English at UCE level.
• Previous experience in a call centre, telesales, customer service, banking, microfinance, or financial services is an added advantage.

Knowledge, Skills & Competencies

• Excellent verbal and written communication skills.
• A confident and professional telephone etiquette.
• Strong persuasion, negotiation, and objection-handling abilities.
• Exceptional customer service and relationship management skills.
• Active listening and problem-solving capability.
• Ability to work under pressure and consistently achieve performance targets.
• Computer literacy with proficiency in CRM systems and Microsoft Office applications.
• Strong attention to detail and accurate data entry skills.
• Excellent time management and organizational skills.
• High levels of integrity, resilience, self-motivation, and professionalism.