Customer Solutions Agent

Job Purpose


To provide back-office support by resolving customer requests and complaints escalated from the Customer Care team. The Customer Solutions Agent ensures accuracy in loan adjustments, account amendments, and coordination with other departments to deliver timely, compliant, and customer-focused resolutions in line with company policies and service standards.


Task Analysis & Resolution




• Review and analyze assigned customer requests and complaints in the system to determine the appropriate course of action.


• Handle escalated customer requests and complaints within agreed SLAs.


• Process standard restructurings such as renewals, term changes, capital deductions, and cancellations.


• Prepare and share loan statements and perform account amendments accurately.


• Ensure all resolutions are aligned with company policy, internal procedures, and regulatory standards.


• Escalate cases that require complex analysis or policy interpretation to the Custome Solutions Specialist or Team Lead.



Client Communication & Feedback




• Prepare and provide accurate, professional feedback to Customer Care for onward communication to clients.


• Ensure responses are factual, compliant, and align with company communication standards.


• Follow up on pending requests to ensure timely closure and feedback delivery.


• Maintain professionalism, empathy, and clarity in all client-facing interactions



Logbook & Documentation Management




• Process logbook-related requests including inspection bookings, discharge letters, and number plate confirmations.


• Coordinate with relevant teams for new plate applications, repossessed-bike processing and related administrative actions.


• Maintain accurate and traceable records of all handled requests, both digitally and physically.



Interdepartmental Coordination & Case Management




• Collaborate with Collections, Legal, Field, and Finance departments to resolve customer issues efficiently.


• Track and update the status of all open cases to ensure timely completion and closure.


• Provide internal feedback on process gaps and recommend efficiency improvements.



Process Compliance & Quality




• Adhere strictly to operational, compliance, and documentation guidelines.


• Maintain high standards of accuracy and quality in all resolutions.


• Participate in departmental meetings, refresher training, and performance reviews to enhance knowledge and performance.



Requirements




• Diploma or Degree in Business, Customer Service, or related field.


• Minimum of 1–2 years’ experience in customer service, back-office operations, or financial services.


• Strong analytical and documentation skills.


• Excellent communication and coordination abilities.


• Proficiency in ERP/CRM systems and Microsoft Office tools.


• High attention to detail and ability to multitask under pressure.