Customer Care Officer
FinTech
Job Summary
Location : Zanzibar Tanzania
Total View :290
Job type : Full Time
This job has already expired
Industry
FinTechJob Description
Roles & Responsibilities
- Drive usage growth and increase transaction volumes from the newly onboarded and existing merchants.
- Be the voice of the merchant within the company, representing the merchants' interests, generating insights and removing obstacles.
- Support merchant and customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution.
- Support account activation for dormant merchants and a follow-up with an action plan to keep them active.
- Build strong merchant relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
- Upsell/cross sell the company products to existing merchants and achieve the set targets.
- Liaise with different departments to resolve service problems affecting merchants / customers.
- Monitor dashboards and conversions and update any issues on team’s chat and the customer care manager.
- Offer support for the sales team members in different markets
- Follow up on Pending Bank transactions
- Prepare merchant reconciliation reports
- Train newly on-boarded merchants on how to use the the company's system
- Prepare weekly departmental debriefs.
- Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
- Prompt escalation of queries that cannot be resolved within TAT (Turn Around Time)
- Maintain high level of product knowledge sufficient to advise customers
- Meet the set targets on TAT (Turn Around Time), Quality monitoring and Voice of the Customer.
- Adhere to laid down procedures and duty of care in handling customer’s telephonic and email enquiries
- Maintain a high level of integrity and ethical standards.
- Support the customer care strategy of a 24/7 shift to respond to Clients demands
Desired Skills Qualifacation
- Degree in Business Management or any related field.
- 3 years’ experience in a dynamic and busy Customer Service environmentProficient in English (written and spoken)
- Excellent knowledge of customer service, and standard customer service practices and procedures.
- Tech savvy
- Team player
- Customer focused
- Problem solving
- MS-Office suite Proficiency
- Enthusiastic and proactive