Position
Description
The
incumbent will be responsible for ensuring delivery of retention objectives by
planning and managing all territory customer retention activities with a view
to enhancing customer experience and collections.
R&Rs
● Ensure recruitment & productivity of
collection officers
● Drive collections and repossessions (where
applicable) in accordance with the set guidelines
● In partnership with retention teams, come
up with standard FAQ’s and approach to campaigns to be achieved
● Plan and optimize resources needed to meet
company defined service standard
● Conduct Real-time monitoring on a
continuous basis and coaching of COs
● Provide hands-on support and guidance to
the teams ensuring they deliver the required customer experience, quality of
service and retention campaign targets
● Communicate, monitor and maintain
performance standards
● Identify areas for development to ensure
continuous improvement
● Ensure resolution of escalated customer
queries and complaints as per defined escalation protocol
● Identify opportunities to improve product
and service offerings based on the voice of the customer
● Contribute and identify areas for
improvement and enforcement of processes and procedures;
● Identify, accumulate and analyze statistics that reflect on team’s
performance
● Continuously assess the technical
competence of the team and take steps to develop their knowledge and skills for
effective service delivery
● Provide regular defined reports and
initiatives to improve performance
● Develop and maintain motivation plans to
enhance productivity of teams and morale
● Attend regular meetings to discuss
performance, challenges and remedial plans vs. Voice of customer needs
KPIs
● Collections
● Infrastructure
● People
Requirements
Desired
Skills and Experience
● Minimum degree in social sciences or a
business-related field
● An additional Credit Risk Management
focused qualification and/or Customer Services Management qualification will be
an added advantage
● 3 years+ of working experience in a credit
risk management/or Credit Control or in the Service Industry with some
supervisory level exp.
● Excellent interpersonal skills and Ability
to motivate to produce results
● Excellent oral and written communication skills
● Dependability and adaptable
● Multi-tasking skills and good
administrative ability
● Coaching, Mentoring and leadership
● Written and Verbal communication (letter
writing, report writing)
● Computer skills (MS Word, Excel,
PowerPoint)
● Problem solving and decision making
● Team player
● Self-Driven and open to change
● Planning and organizing
● Attention to detail
Skills Required
- Minimum degree in social sciences or a business-related field
- At least 3 years of experience in credit risk management, credit control, or the service industry
- Supervisory-level experience
- Excellent interpersonal skills and ability to motivate teams to produce results
- Excellent oral and written communication skills
- Dependability and adaptability
- Multitasking and administrative skills
- Coaching, mentoring, and leadership skills
- Written and verbal communication, including letter and report writing
- Computer skills using Microsoft Word, Excel, and PowerPoint
- Problem-solving and decision-making skills
- Team player
- Self-driven and open to change
- Planning and organizing skills
- Attention to detail
- Additional qualification focused on credit risk management or customer service management
What We Do
d.light makes reliable, affordable solar energy accessible to low-income families and underserved communities worldwide. The company designs, manufactures, and distributes solar home systems, lanterns, inverters, appliances, and smartphones, supported by flexible PayGo financing. Its products provide clean, dependable power for homes, businesses, and health facilities, helping improve education, health outcomes, safety, and economic opportunity in off-grid and underserved areas.
