Role Overview

The Customer Representative is responsible for providing professional customer support through digital platforms, including mobile, WhatsApp, email, and other online channels. The role ensures timely resolution of customer inquiries, supports digital loan and payment services, and contributes to a positive and consistent customer experience across all Swift Digital platforms.

KEY DUTIES AND RESPONSIBILITIES

Respond to customer inquiries and service requests received through all channels in a timely and professional manner.

Assist customers with digital loan applications, repayments, account inquiries, and mobile-based services.

Provide accurate information on Swift Digital products, processes, and service requirements.

Guide customers on the use of digital platforms and self-service tools.

Log, track, and resolve customer issues using the designated customer support systems.

Escalate complex or unresolved issues to the appropriate officer in line with escalation procedures.

Conduct follow-ups with customers to confirm resolution and service satisfaction.

Maintain accurate digital records and ensure data integrity and confidentiality.

Support customer onboarding and digital adoption initiatives.

Adhere to internal policies, service standards, and regulatory requirements.

Prepare periodic customer service and digital support reports as required.

Perform any other duties as assigned by Management.

QUALIFICATIONS AND EXPERIENCE

Diploma or Degree in Business Administration, Information Systems, Marketing, Banking, Finance, or a related field is an added advantage.

Experience in customer service, digital support, call centre, or mobile financial services is desirable.

SKILLS AND COMPETENCIES

Strong written and verbal communication skills.

High proficiency in digital communication platforms (WhatsApp, email, mobile applications).

Customer-centric approach with problem-solving ability.

Computer literacy and ability to adapt to digital systems quickly.

Attention to detail and ability to manage multiple customer interactions.

Ability to work under minimal supervision in a fast-paced environment.

High standards of integrity, confidentiality, and professionalism.

KEY PERFORMANCE INDICATORS (KPIs)

Response and resolution turnaround time on digital platforms.

Customer satisfaction and complaint resolution rate.

Accuracy and completeness of digital customer records.

Compliance with service standards and internal controls.

• Respond to customer inquiries and service requests received through all channels in a timely and professional manner.
• Assist customers with digital loan applications, repayments, account inquiries, and mobile-based services.
• Provide accurate information on Swift Digital products, processes, and service requirements.
• Guide customers on the use of digital platforms and self-service tools.
• Log, track, and resolve customer issues using the designated customer support systems.
• Escalate complex or unresolved issues to the appropriate officer in line with escalation procedures.
• Conduct follow-ups with customers to confirm resolution and service satisfaction.
• Maintain accurate digital records and ensure data integrity and confidentiality.
• Support customer onboarding and digital adoption initiatives.
• Adhere to internal policies, service standards, and regulatory requirements.
• Prepare periodic customer service and digital support reports as required.
• Perform any other duties as assigned by Management.

• Strong written and verbal communication skills.
• High proficiency in digital communication platforms (WhatsApp, email, mobile applications).
• Customer-centric approach with problem-solving ability.
• Computer literacy and ability to adapt to digital systems quickly.
• Attention to detail and ability to manage multiple customer interactions.
• Ability to work under minimal supervision in a fast-paced environment.
• High standards of integrity, confidentiality, and professionalism.

• Diploma or Degree in Business Administration, Information Systems, Marketing, Banking, Finance, or a related field is an added advantage.
• Experience in customer service, digital support, call centre, or mobile financial services is desirable.