Description

The Sales & Customer Support Officer provides operational and technical support to dealers, sellers, and customers throughout the device financing sales process.

The role focuses on troubleshooting system issues, resolving operational challenges during applications, managing payment-related escalations, and educating customers on device financing products and payment processes.

The officer ensures timely support to enable smooth transactions and an improved customer experience.

Requirements

Sales Process Support

• Support dealers and sellers with issues encountered during the device financing application process
• Troubleshoot ERP and Sales Application issues affecting transactions
• Guide dealers through application processing steps when challenges arise

Dealer Support

• Respond to dealer inquiries related to system usage, applications, and operational procedures
• Assist dealers in resolving system-related issues that impact sales processing

Payment Escalation Management

• Investigate and support resolution of payment-related escalations raised by dealers or customers
• Coordinate with internal teams to resolve payment discrepancies or transaction errors

Customer Escalation Support

• Handle escalations from customers regarding device financing applications and payments
• Provide customer education on financing products, payment processes, and repayment options
• Follow up on customer concerns and ensure issues are resolved in a timely manner

Issue Monitoring & Reporting

• Track and document recurring operational issues affecting dealers and customers

Qualifications & Experience

• Bachelor’s degree in Business Administration, Customer Service, Sales, or a related field
• Minimum 2–3 years of experience in customer support, operations, or fintech support roles
• Experience supporting digital platforms, mobile applications, or ERP systems is an advantage
• Experience in fintech, telecom, or consumer electronics sectors is preferred

Key Competencies

• Strong problem-solving and troubleshooting skills
• Customer service orientation
• Strong communication and interpersonal skills
• Ability to manage multiple escalations effectively
• Excellent reporting and documentation skills
• Fluency in English and Swahili (Kiswahili)

• Support dealers and sellers with issues encountered during the device financing application process
• Troubleshoot ERP and Sales Application issues affecting transactions
• Guide dealers through application processing steps when challenges arise
• Respond to dealer inquiries related to system usage, applications, and operational procedures
• Assist dealers in resolving system-related issues that impact sales processing
• Investigate and support resolution of payment-related escalations raised by dealers or customers
• Coordinate with internal teams to resolve payment discrepancies or transaction errors
• Handle escalations from customers regarding device financing applications and payments
• Provide customer education on financing products, payment processes, and repayment options
• Follow up on customer concerns and ensure issues are resolved in a timely manner
• Track and document recurring operational issues affecting dealers and customers

• Strong problem-solving and troubleshooting skills
• Customer service orientation
• Strong communication and interpersonal skills
• Ability to manage multiple escalations effectively
• Excellent reporting and documentation skills
• Fluency in English and Swahili (Kiswahili)

• Bachelor’s degree in Business Administration, Customer Service, Sales, or a related field
• Minimum 2–3 years of experience in customer support, operations, or fintech support roles
• Experience supporting digital platforms, mobile applications, or ERP systems is an advantage
• Experience in fintech, telecom, or consumer electronics sectors is preferred