Customer Experience Executive

About the role

The Customer Experience Executive will be the first point of contact for existing and prospective clients of Bills Micro-Credit. You will handle enquiries, resolve complaints, and provide accurate information about the institution's products and services.

Key responsibilities

• Answer inbound calls from clients seeking information, assistance, or loan registration.
• Identify the nature of each call—enquiry, request, or complaint—and follow established call‑centre procedures.
• Deliver clear explanations of products and services, ensuring callers feel supported and valued.
• Practice active listening to de‑escalate irate customers and address their concerns promptly.
• Meet or exceed call‑centre performance metrics while maintaining a consistent customer experience.
• Participate in training sessions to stay updated on Bills Micro‑Credit offerings and system tools.
• Perform any additional duties assigned by management.

Required profile

• First degree in Communication or a related field.
• Maximum age of 30 years.
• National Service Certificate.
• At least 1 year of experience as a Customer Service Executive.
• Fluency in English, Twi, and any of the following languages: Kassim, Nzema, Ewe, Waale, Dagaare, French, Krobo, Krachie, Frafra.

Required skills

What we offer

• Opportunity to work in a reputable non‑bank financial institution with a nationwide network.
• Professional development through continuous training.