The Customer Relations Officer will be responsible for providing exceptional customer care support to our electric bike clients Portfolio, ensuring a positive experience and fostering long-term relationships to drive Adoption to Electric Mobility.

Resolve customer complaints comprehensively, ensuring all issues are fully addressed and documented through the CRM Tool, and Other Resolution... Trackers.
Attend all feedback touchpoints, including the call Center-Branch Connections, Branch walk-ins, WhatsApp, and email. Share weekly reports on key customer complaints to track progress and identify trends.
Provide timely feedback to customers regarding their queries and escalate any unresolved issues to management immediately.
Protect the company’s image by promptly alerting management to any negative feedback received.
Collaborate with internal teams, including insurance, collections, maintenance, and swap operations, Recovery etc. to ensure efficient resolution of client issues.
Update clients on new product developments during face-to-face interactions and via WhatsApp to keep them informed and engaged.
Maintain communication with clients in WhatsApp groups, actively engaging them to gain insights into their experiences with our electric bikes.
Build and nurture positive relationships with existing clients to drive referrals and enhance customer loyalty.
Follow up on potential clients and leads generated through call center inquiries to help close deals and assist the sales and marketing teams in driving sales.
Act as the go-to person for all EV product inquiries at the branch level, providing knowledgeable support and guidance.
Manage the EV Corner to educate all walk-in clients about our electric bikes and financing options, creating awareness and promoting our sustainability goals. more

The Customer Relations Officer will be responsible for providing exceptional customer care support to our electric bike clients Portfolio, ensuring a positive experience and fostering long-term relationships to drive Adoption to Electric Mobility.

Resolve customer complaints comprehensively, ensuring all issues are fully addressed and documented through the CRM Tool, and Other Resolution... Trackers.
Attend all feedback touchpoints, including the call Center-Branch Connections, Branch walk-ins, WhatsApp, and email. Share weekly reports on key customer complaints to track progress and identify trends.
Provide timely feedback to customers regarding their queries and escalate any unresolved issues to management immediately.
Protect the company’s image by promptly alerting management to any negative feedback received.
Collaborate with internal teams, including insurance, collections, maintenance, and swap operations, Recovery etc. to ensure efficient resolution of client issues.
Update clients on new product developments during face-to-face interactions and via WhatsApp to keep them informed and engaged.
Maintain communication with clients in WhatsApp groups, actively engaging them to gain insights into their experiences with our electric bikes.
Build and nurture positive relationships with existing clients to drive referrals and enhance customer loyalty.
Follow up on potential clients and leads generated through call center inquiries to help close deals and assist the sales and marketing teams in driving sales.
Act as the go-to person for all EV product inquiries at the branch level, providing knowledgeable support and guidance.
Manage the EV Corner to educate all walk-in clients about our electric bikes and financing options, creating awareness and promoting our sustainability goals. more

Key Duties and Responsibilities:

Monitoring and control of assigned Asset Finance Portfolio using Company
Ensuring adherence to payment schedules through pro-active follow up calls and reminders.
In case of clients overdue, identifying and implementing the most efficient debt recovery methods and techniques.
Following up on phone calls with overdue clients to ensure debtor’s accounts are up... to date.
Maintaining records about clients’ financial status, reporting daily to the
Developing and strengthening clients’ relationships, regularly updating clients on Company policies and new products, providing tailor-made financial solutions through the range of products offered by the Company.
Providing training and sharing knowledge with Interns/Trainees employed by the Company.
Any other duty as may be assigned by the management. more

Empower operating teams by driving efficiency, ensuring accountability and operational integrity.  You will create new processes and systems as well as improve existing ones. The ideal candidate is a well-rounded, data-driven businessperson who excels in data analysis, project management, stakeholder management, and communication.

Achieve deep understanding of business needs and... processes
Engage business leaders on current processes, gaps, and anticipated changes
Drive efficiency through process mapping and identification of opportunities
Create systems for operating teams to use, primarily in Google Cloud Platform
Provide initial training and support for operating teams until they are self-sufficient
Design and conduct experiments to quantitatively identify best practices more

The Collection Manager position is responsible for overall management, training and ensuring expected results and quality from underlying teams. Collections Manager`s deliverables are performance, development, growth, and well-being of their teams.

Manage Collections and Performance Drivers
Monitor the team’s portfolio performance
Ensure that direct reports meet their monthly... responsibilities
Obtain number of clients (NOC) per agreed level
Obtain call effectiveness (CE) per agreed level
Manage quality control per agreed level and above
Manage maximum DSLC per agreed level
Manage the collection rate
Manage clients moving to last call
Manage that all overdue clients are attended in time and manner set by company policies
Staff management
Monitor performance of direct reports
Plan and manage annual leaves in teams under direct supervision
Monitor performance of people on probation and manage confirmations, promotions, demotions and extensions
Plan, manage and lead trainings in teams under direct supervision
Be available, motivate and coach employees to improve their performance
Manage disciplinary actions together with HR
Perform monthly 1-1s and give feedback to direct reports
Perform 2 appraisals per direct report per year
Reporting
Create daily and monthly reports on :
Collections
Attendance
Leaves
Probation and extension
Manage the PIP Process
General
Readiness to assist team members in everyday tasks
Organize and manage communication from top to bottom
Follow company’s policies
Fulfill any other tasks given or approved by management that is work-related and aimed towards company’s goals and targets
All tasks and responsibilities are done on time more

The Collection Manager position is responsible for overall management, training and ensuring expected results and quality from underlying teams. Collections Manager`s deliverables are performance, development, growth, and well-being of their teams.

Manage Collections and Performance Drivers
Monitor the team’s portfolio performance
Ensure that direct reports meet their monthly... responsibilities
Obtain number of clients (NOC) per agreed level
Obtain call effectiveness (CE) per agreed level
Manage quality control per agreed level and above
Manage maximum DSLC per agreed level
Manage the collection rate
Manage clients moving to last call
Manage that all overdue clients are attended in time and manner set by company policies
Staff management
Monitor performance of direct reports
Plan and manage annual leaves in teams under direct supervision
Monitor performance of people on probation and manage confirmations, promotions, demotions and extensions
Plan, manage and lead trainings in teams under direct supervision
Be available, motivate and coach employees to improve their performance
Manage disciplinary actions together with HR
Perform monthly 1-1s and give feedback to direct reports
Perform 2 appraisals per direct report per year
Reporting
Create daily and monthly reports on :
Collections
Attendance
Leaves
Probation and extension
Manage the PIP Process
General
Readiness to assist team members in everyday tasks
Organize and manage communication from top to bottom
Follow company’s policies
Fulfill any other tasks given or approved by management that is work-related and aimed towards company’s goals and targets
All tasks and responsibilities are done on time more