Call Centre Officer

About Watu Africa

Watu Africa is dedicated to empowering entrepreneurs by providing asset financing services for mobility assets such as motorcycles, three-wheelers, vehicles, and phones. As Africa’s rapidly expanding Asset Finance Company, Watu believes in supporting individuals who aspire to grow their businesses and improve their communities by offering the necessary tools to succeed.

Job Purpose

The Call Centre Officer role involves delivering exceptional customer service through comprehensive handling of client inquiries, verification of loan applicants, and aiding collection efforts via efficient inbound and outbound communications. This position demands professionalism, accuracy, and strong ability to follow up for ensuring customer satisfaction and portfolio health.

Key Responsibilities

• Manage inbound and outbound customer calls, SMS, and related inquiries.
• Provide precise information about company products and services.
• Develop and maintain comprehensive databases for customers and leads.
• Engage in telesales activities and follow up on leads to drive conversions.
• Negotiate payment plans for clients with overdue accounts to support collection objectives.
• Monitor assigned portfolios and respond promptly to delinquent cases.
• Escalate issues that can't be resolved promptly to supervisors.
• Verify loan applicants' documentation compliance and authenticity.
• Conduct verification calls to borrowers and their next of kin.
• Assist in after-sales processes including asset swaps, theft claims, rescheduling, and app-related escalations.
• Record all communications and maintain accurate documentation and reports.
• Participate actively in training programs, performance assessments, and team meetings.
• Ensure adherence to company policies, work schedules, and deadlines.
• Execute any additional responsibilities assigned by supervisors or management.

Key Performance Indicators (KPIs)

• Effectiveness of daily calls.
• Monthly achievement of collection targets.
• Number of clients handled daily.
• Quality score of calls.
• Rate of lead conversion.
• Accuracy and timeliness in verifications.

Qualifications and Experience

• Diploma or Degree in Business, Marketing, Finance, or a related discipline.
• At least one year of experience in customer service, call center operations, telesales, or collections.
• Proficient in Microsoft Word and Excel.
• Excellent communication skills and ability to relate well with people.
• Capable of multitasking and working effectively under pressure.
• Demonstrates high integrity, confidentiality, and professional conduct.

Benefits

• Vibrant, international working environment.
• Competitive salary package.
• Growth and professional advancement opportunities.
• Health-related benefits.

Additional Information

The application deadline is 23rd September 2026.

Equal Opportunity: Watu Africa is committed to diversity and equal opportunity employment. All qualified candidates will be considered regardless of age, gender, disability, religion, or any other protected status under Sierra Leone’s Employment Act.