Job Title: Customer
Hiring Organization: d.light
Location – Locality: Nairobi
Location – Region: Kenya
Job Type: Full
Date Posted: 01/25/2024
Customer Re-engagement Manager will be responsible for building a new team
& function within d.light, aimed at re-engaging defaulted customers
(PAR180+). The primary objective of this team will be developing new ways that
the company can permanently resolve customer’s issues, whether that be
Financial Constraint, Technical Challenges or a lack of Willingness to Pay.
build the Re-engagement Team, you will be leading and managing a growing team
of Customer Re-engagement Officers, initially spread across a single Region in
Kenya, but growing to be Nationwide. Your primary goal will be to ensure the
effective re-engagement of customers older than 180 days from our portfolio.
You will play a critical role in developing and implementing customer
re-engagement strategies, ensuring compliance with regulations and the highest
standards of Customer Experience in achieving set resolution targets.
implement, and continuously optimize customer re-engagement strategies tailored
to recover set collection targets of the portfolio.
the effectiveness of strategies and make adjustments as needed to improve
feedback & ideas through to the Senior Management Team on how best to
empower remote customer-facing team members to resolve customer’s problems
motivate, and develop a small team of re-engagement Officers to achieve
performance targets and KPIs.
regular performance reviews, provide feedback, and identify areas for
positive and collaborative work environment to enhance team productivity.
the management of our portfolio.
the portfolio and assign appropriate re-engagement strategies to different
customers based on root cause.
that all customer re-engagement activities adhere to local and national
regulations governing debt collection. Stay updated on changes in relevant
customer centricity and adapt strategies accordingly.
Analysis and Reporting:
data analytics tools to track and analyze the performance of Re-engagement
Officers and re-engagement strategies.
regular reports for senior management with insights, trends, and progress to
with Customer Service and Legal teams to explore options for amicable debt
resolution where possible.
a customer-centric approach, striving for fair treatment and transparency in
ongoing training and development opportunities for the re-engagement Officers
to enhance their skills and knowledge.
culture of continuous learning within the team.
the allocated budget efficiently, ensuring cost-effectiveness.
experience in Customer Re-engagement & debt recovery management, preferably
in a PayGo context.
leadership and team management skills.
problem solver and adaptable to the new working environment.
communication and negotiation skills.
to handle high-pressure situations and meet challenging targets.