Complaint Management Advisor
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Key skills for this role
About the Role
Key accountabilities and decision ownership: Responsible for interaction with customers and provide support for any Mobile Money-related complaints and resolve customer issues.
Key Skills for This Role
Full Job Posting
Key accountabilities and decision ownership
- Responsible for interaction with customers and provide support for any Mobile Money-related complaints and resolve customer issues.
- Use available Mobile Money tools and systems to identify and verify customer information and resolve /escalate customer issues to 2nd level teams.
- Responsible for Trouble ticket investigation, resolution, and follow-up on all the tickets raised for Mobile Money complaints. (Consumer/Enterprise).
- Ensure to handle customer complaints with 100% quality and regular follow-ups. Responsible for handling chat interactions form the mobile money customers and to respond to them with the correct resolution and on a timely manner.
- Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket.
- Responsible for Monetary/Non-monetary adjustments on the mobile money platform by getting required approvals from other business stakeholders.
- Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix.
- Ensure to handle service request & complaints within the service level agreed with the customer.
- Communicates clearly and concisely with customers using appropriate language, demonstrating empathy and professionalism in all interactions.
- Demonstrates a strong commitment to delivering prompt, efficient, and high-quality service; goes the extra mile to meet individual customer needs.
- Manages customer care tasks in line with defined productivity and quality targets. Ensures all service level agreements (SLAs) are consistently met and maintained.
- Delivers an exceptional customer experience by achieving KPI targets and earning positive feedback, compliments, and recognition from customers and colleagues.
- Maintains effective performance under pressure and in the face of setbacks; adapts successfully to changing demands and work conditions.
- Applies a systematic and logical approach to problem-solving, making sound judgments based on available data, information, and relevant assumptions.
- Perform any additional project, task or activities assigned/delegated by the Line Manager.
& Experience
- Bachelor’s degree or equivalent
- 2-3 years of relevant Call Centre Representative experience.
- Experience in working with banking / Money transfer applications with an ability to analyse and understand data
- Expertise in Financial and banking products or app based mobile valet products and or similar product catalogue and Customer Care systems
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