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Customer Care Officer


Job Summary

Location : Zanzibar Tanzania
Total View :168
Job type : Full Time
This job has already expired



Job 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
Frank Management Consult Ltd
Nyaku House, 1st Floor Argwings Kodhek Rd,Hurlingham
Contact Us: info@frank-mgt.com or
call us at (254) 020 2724724 / (254 )745897222.

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