Summary of the role/ Job Purpose:
This role provides strategic and tactical support to enhance both customer satisfaction and operational efficiency. Key responsibilities include managing customer complaints, requests, and correspondence (such as emails, Live Chat, and tickets) promptly to ensure high levels of client satisfaction. The role also involves coordinating with other departments to resolve client issues effectively, fostering a seamless customer experience. Additionally, the role focuses on implementing efficient processes and practices across the organization to improve productivity and profitability. This includes supporting compliance efforts and collaborating with various teams to optimize workflows and ensure alignment with best practices.
Main Duties and Responsibilities:
- Facilitate Business-to-Business (B2B) and Business-to-Customer (B2C) communication
- Conduct transaction monitoring and prepare detailed reports
- Perform statistical and data analysis for reporting purposes
- Troubleshoot client tickets and complaints and propose effective solutions
- Support and verify the client onboarding journey
- Oversee payment channels and maintain follow-through with Payment Service Providers (PSPs)
- Refer technical inquiries to the Back Office and follow up on resolutions
- Escalate issues and compile a complaint register report for the line manager
- Maintain accurate records of customer service actions and discussions
- Handle incoming and outgoing calls, texts, emails, and other tasks in our support inbox during regular full-time shifts
- Coordinate third-party interactions with the office
- Act as an interdepartmental liaison to ensure prompt turnaround time on cross-functional issues
- Monitor calls and prepare reports on findings
- Assist with related tasks as assigned by the line manager
- Coordinate walk-in clients and manage front office guests
Required Skills and Experience:
- Diploma or Bachelors degree in relevant field
- 2+ years of experience in customer service in a similar industry
- CISI qualifications is a plus
- Proficiency in English and Swahili
- Ability to communicate clearly and professionally verbally and in writing
- Ability to handle customer complaints
- Good work ethic and team player
- Hands-on experience with CRM software is a plus
- Interaction with Zendesk, power BI, chat box and or live chat software is required
Further Info:
- Working Conditions: Monday to Friday , from 09:00 AM to 06:00 PM
- A competitive compensation package will be offered to the successful applicant which includes great benefits etc.
