• Resolve customer complaints comprehensively, ensuring all issues are fully addressed and documented through the CRM Tool, and Other Resolution Trackers • Attend all feedback touchpoints, including the call Center-Branch Connections, Branch walk-ins, WhatsApp, and email. Share weekly reports on key customer complaints to track progress and identify trends • Provide timely feedback to customers regarding their queries and escalate any unresolved issues to management immediately • Protect the company’s image by promptly alerting management to any negative feedback received • Collaborate with internal teams, including insurance, collections, maintenance, and swap operations, Recovery etc. to ensure efficient resolution of client issues • Update clients on new product developments during face-to-face interactions and via WhatsApp to keep them informed and engaged • Maintain communication with clients in WhatsApp groups, actively engaging them to gain insights into their experiences with our electric bikes • Build and nurture positive relationships with existing clients to drive referrals and enhance customer loyalty • Follow up on potential clients and leads generated through call center inquiries to help close deals and assist the sales and marketing teams in driving sales • Act as the go-to person for all EV product inquiries at the branch level, providing knowledgeable support and guidance • Manage the EV Corner to educate all walk-in clients about our electric bikes and financing options, creating awareness and promoting our sustainability goals

• Bachelor’s Degree/Diploma in Business Administration, Marketing, Communication, or a related field. • Experience • 2+ years in customer service, client relations, or sales within the financial services or lending industry. • Experience in asset finance or electric mobility solutions is an added advantage. • Strong interpersonal and communication abilities, customer-focused mindset, and problem-solving skills. • Technical Skills: • Understanding of financial products, particularly asset-based lending • Proficiency in CRM systems and Microsoft Office Suite • Knowledge of electric bike technology and market trends is a plus • Valid driver’s license (Class B or equivalent) to facilitate field engagements • Certification or training in customer service excellence (e.g., Customer Service Certification, CRM training) • Willingness to travel locally for customer interactions and follow-ups