Customer Care Officer
TalentintheCloud
Dar es Salaam
About the job
We’re looking for a talented and experienced Customer Care Officer to join one of the most dynamic and fastest expanding FinTech’s on the African continent. With a passion for payments, they identified a gap in the African payments landscape and swiftly moved to bridge that gap and move the online payments industry into centre stage. This is a chance for you to join a company whose continued mission is to turn online transactions into a preferred choice of conducting business across all industries! They are all about FinTech!
A Bit About The Role
The role will report directly to the Customer Care Supervisor and will be responsible for answering merchant and customer queries, complaints, conducting merchant visits, processing instructions, undertaking merchant training and other tasks needed to fulfil customer needs and ensure customer satisfaction.
Your responsibilities include:
- 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’s 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 company’s system
- Prepare weekly departmental debriefs
- Takes 100% ownership of every situation with a client, ensuring that the issues are resolved to the client’s satisfaction
- Understand the risks associated with handling both telephonic and email customer queries/complaints and dissemination of confidential information
- Service recovery: turn a complaining/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
- Prompt escalation of queries that cannot be resolved within TAT
- Maintain high level of product knowledge sufficient to advise customers
- Meet the set targets on TAT, 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
- Plan and execute professional and consistent merchant visits, documenting feedback and market trends
- Support the customer care strategy of a 24/7 shift to respond to Clients demands
Customer Care Officer Job Opportunity at TalentintheCloud
A Bit About You
- 2+ Years’ experience customer service experience
- Experience in serving high net worth customers with multi-cultural backgrounds
- Proficient knowledge of customer service, and standard customer service practices and procedures.
- Proficient in Swahili and English (written and spoken)
- Self-starter
- Attention to detail
- Outstanding organizational skills
- Excellent communication skills
- Excellent phone, email etiquette
- Tech savvy
- Team player
- Customer focused
- Problem solving
- Office suite proficiency
- Enthusiastic and proactive
- Positive thinker
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