Customer Collections Consultant (Somali Speaking)

• Monitoring of customer payments.
• Calling customers to follow up with outstanding payments.
• Liaising with the Customer Engagement team to collaborate on attending to customer queries.
• Receiving customer calls and managing their queries.
• Updating customer lists for payments and customer details.
• Investigating reasons for non-payment and providing feedback to relevant stakeholders.
• Updating customer details on Admin.

• Scheduling of jobs: calling customers for installation or maintenance for the Team Manager.

• Measuring customer's distance to nearest connection/mast.
• Communicating with customers regarding speed upgrades and scheduling of jobs.
• Communicating with the Team Manager and/or Field Teams to facilitate speed upgrades.
• Handling general customer queries (regarding speed connectivity).
• Updating customer information on Admin (details and speed).

• Achieve Key Performance Indicators (KIPs) related to the number of chats per shift, the number of calls handled and adherence to service standards and quality expectations.

• Actively participate in team meetings and collaborative sessions to understand and align with team objectives and company goals.
• Work constructively with team members to field customer queries efficiently and effectively, ensuring a unified approach to customer service.
• Share knowledge and best practices with peers to foster a learning and supportive environment.
• Participate and engage actively in training sessions to improve knowledge and skills.

• Contribute to achieving overall team targets by supporting peers and coordinating efforts, especially during high-volume periods or when handling complex issues.
• Assist in the onboarding and training of new team members to ensure they are well-equipped to meet service standards.
• Provide feedback and suggestions to team leads and management to improve processes and customer satisfaction levels.

• Undertake additional tasks as directed by your Line Manager, based on operational requirements

• Minimum of a matric certificate (Grade 12).
• A Diploma or Certificate in Credit Management, Customer Service, Finance or a related field is an advantage.

• Fluency in Somali (spoken and written) is required for this role.
• 1 - 2 years of experience in customer collections, accounts receivable or call center/customer service roles.
• Experience working in a target-driven environment with a proven ability to meet deadlines and achieve set goals.
• Prior exposure to customer account management and payment follow-ups.
• Experience using customer relationship management (CRM) systems or similar admin tools.
• Familiarity with debt recovery processes is an advantage.

• Must have own reliable transportation.
• Comfortable working flexible hours, including weekends.

• Excellent communication and interpersonal skills.
• Strong negotiation and persuasion abilities.
• Self-motivated with a results-driven approach.
• Ability to work independently and manage time efficiently.
• Strong organizational skills and attention to detail.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

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