Summary
Date Posted: Wednesday, October 19, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Job Overview/Responsibilities
• Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards
• Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys
• Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries
• Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience
• Manage all customer escalations and support queries within SLA, by driving internal stakeholder resolution of these in the business
• Track and report on all technical incidents affecting customer experience, while engaging with internal technical teams to investigate, understand and resolve, the root cause technical issues
• Assist in managing and configuring internal customer support systems
• Support other functional departments by coordinating the integration of new Mobile Network Operators,
• Financial Service Providers or Products in the territory
• Translate English into Swahili where needed
• Manage logistics, travel arrangements and other ad hoc duties

Qualifications:
• Bachelor’s degree preferably in Marketing (e.g. CIM), business management or administration
• A minimum of 2 – 5 years in a customer-centric, relationship management role with a strong track record in research and insights gathering and reporting
• Relationship management skills
• Project management skills
• Self-motivated, with a strong ability to self-manage
• Results oriented, proactive and a team player
• Reporting, analytical and logical skills
• Creative, solution orientated and able to take initiative
• Excellent communication and presentation skills
• Fluent in English & Swahili
• Ability to multitask, prioritize, organize and manage time effectively
• People (customer) centric/customer oriented
• Approachable and easy going
• High level of integrity
• Bonus if you have
• Experience within the IT/Telecoms, Mobile Money or Mobile/Electronic Banking, Call Centre environments
• Knowledge of Mobile Money and Technology/Financial platforms
• Access to your own or public transport to conduct regular visits to the call centres, agents and partners

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure
 
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