• 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

• Bachelor’s Degree/Diploma in Business Administration, Marketing, Communication, or a related field.

• Experience

• 2+ years in customer service, client relations, or sales within the financial services or lending industry.

• Experience in asset finance or electric mobility solutions is an added advantage.

• Strong interpersonal and communication abilities, customer-focused mindset, and problem-solving skills.

• Technical Skills:

• Understanding of financial products, particularly asset-based lending
• Proficiency in CRM systems and Microsoft Office Suite
• Knowledge of electric bike technology and market trends is a plus
• Valid driver’s license (Class B or equivalent) to facilitate field engagements
• Certification or training in customer service excellence (e.g., Customer Service Certification, CRM training)
• Willingness to travel locally for customer interactions and follow-ups