Complaint Management Advisor

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.