Job Description
The role is responsible for handling multiple customer care tasks and activities including but not limited to inbound/outbound calls related to Mobile Money, technical calls related to Mobile Money platform, emails, online communication, trouble tickets and customer complaints/escalations. The role is an integral part of the Customer Care team and applies to both business and consumer customer segments.
This person on the role is also responsible for handling escalation emails, service requests approvals, customer complaints/escalations. This role is also responsible to ensure Mobile Money vendors are adhering to the agreed SLAs and customer resolutions are provided on time. The role is an integral part of the Commercial Operations Support Team in supporting customers with all types of issues and complaints.