Telesales Agent – Customer Service & Support

About the role

The Telesales Agent will engage with customers across multiple channels, guiding them through loan applications, repayments and platform usage. You will ensure a smooth, professional experience while supporting the company’s financial services portfolio.

Key responsibilities

• Respond to customer inquiries via phone, email, live chat, SMS and social media promptly and professionally.
• Guide customers through loan applications, repayments, account management and platform navigation.
• Resolve concerns and complaints efficiently, maintaining a positive experience.
• Troubleshoot app‑related issues and escalate technical problems to the appropriate teams.
• Verify customer information and ensure compliance with policies and regulations.
• Follow up on requests, pending issues, repayment reminders and account updates.
• Document all interactions accurately in the CRM system.
• Identify recurring issues and provide feedback for service improvement.
• Participate in outbound campaigns such as reminders, surveys and follow‑ups.
• Support the Collections team with repayment reminders and account clarifications.
• Meet individual and team quality standards, productivity targets and satisfaction goals.

Required profile

• Diploma or degree in Business Administration, Communication, Customer Service, Marketing or related field.
• Minimum two years’ experience in customer service, call centre, digital lending, fintech, banking or micro‑finance.
• Excellent verbal and written communication skills.
• Strong problem‑solving, interpersonal and customer‑handling abilities.
• High integrity, professionalism and attention to detail.

Required skills

• Proficiency with smartphones.
• Experience using mobile applications.
• Familiarity with CRM systems.
• Basic computer application skills.