Field Service Officer

Mombasa, Mombasa, Kenya
Full Time
Experienced
Your Purpose:
At Watu Africa, we empower entrepreneurs.
WATU is a mission-driven, customer-centric company that believes everyone who wishes to become an entrepreneur deserves an opportunity to start, grow and achieve their goals in life. As Africa’s fastest-growing Asset Finance company, we see the continent’s bright and prosperous future and want to be part of the team transforming it into reality. Our vision is to provide asset financing services for mobility assets (motorcycles, three-wheelers, and vehicles) and phones to ambitious individuals who believe that, when provided with the right tools, they can fulfill their dreams as entrepreneurs and prosper in life while supporting the needs of their families and community. We, therefore, have a commitment to  Empower Entrepreneurs by providing the means needed to move and improve in their lives.
What you will do:
The Commercial team at Watu is entrusted with overall management and oversight of Watu’s commercial operations across the country, which is represented by a network of physical locations (Own and partners location) that act as a physical touch point for our customers as they interact with WATU (our  brand) for different purposes along the customer journey. These purposes range from a wide variety of needs like Product/ company awareness, Sales & Onboarding, Customer service, Customer Support, re-sale of financed assets etc.
  • Walk-in Lead Generation and Referral:
    • Generate leads through walk-in inquiries and referrals.
    • Conduct KYC (Know Your Customer) and loan onboarding for both boda and simu financing.
    • Provide dealership training and support for self-onboarding in nearby areas.
  • Customer Support:
    • Offer boda (bikes) and simu (phone) customer support for asset financing products.
    • Provide boda (motorbike) and simu (phone) customer support to ensure client satisfaction.
  • Proactive Call Campaigns and Loan Closure:
    • Execute proactive call campaigns to engage potential and existing clients.
    • Facilitate loan closure through cash sales for repossessed assets.
  • Logbook and Plate Management and Simu Management:
    • Manage the release of logbooks and plates.
    • Conduct proactive calls for logbook, insurance, and GPS-related issues.
    • Manage Simu collection, transfer,inventory and service center follow up.
  • General Inquiries and Brand Execution:
    • Handle general customer queries regarding asset financing.
    • Ensure brand execution and compliance in all client interactions and activities.
    • Resolve issues related to simu and boda financing - eg Theft, Replacement, Service Centre Follow up
    • Maintain a professional appearance with branded reflectors or t-shirts and a clean working desk.
    • Marketing and Brand support
    • Support Marketing and Brand activities
  • Documentation and Reporting:
    • Prepare and share all loan documents for dispatch.
    • Maintain accurate records of client interactions, asset verifications, and repayment activities.
    • Submit regular reports to the supervisor on field activities and client status.
  • Compliance and Risk Management:
    • Ensure compliance with company policies and regulatory requirements during field activities.
    • Identify and report potential risks associated with asset financing transactions.
  • Training and Development:
    • Participate in training sessions to stay updated on asset financing products and services.
    • Attend logbook and number plate clinics for continuous learning.
    • Share knowledge and best practices with team members to improve overall service delivery.
  • Audit and Appraisal:
    • Audit number plates, logbooks, and phones for accuracy and compliance.
    • Participate in monthly appraisals with the manager to assess performance and set goals.
    • Attend commercial and company-wide meetings, including HR workshops and BB engagement events.
What are we looking for:
  • A bachelor's degree in Business Administration, Customer Service, Sales, or a related field.
  • At least 2-3 years’ experience in asset financing, customer service, or a similar field..
  • Self motivated with high energy and ability to prioritize, meet deadlines and flexibility to adopt fast paced and dynamic working environments
  • Proven ability to manage multiple responsibilities in a fast-paced environment.
  • Team-oriented mindset to foster collaboration and actively engage in company-wide initiatives, training, and workshops.
  • Excellent communication skills and ability to build rapport, work and blend with a team of individuals from diverse backgrounds
  • Excellent interpersonal skills with a team spirit to go an extra mile and assist other team members to achieve common goals
  • You possess flexibility and adaptability to thrive in a fast-paced, dynamic environment
  • Ethical, compliant professional with no criminal records.
  • You are passionate about our mission to empower entrepreneurs
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