Tanzania Full-Time Customer Care Officer Position Available at TalentintheCloud September 2022
Job Summary
Agent for Customer Care
TalentintheCloud
In Dar es Salaam
TalentintheCloud
In Dar es Salaam
Regarding the job
- To join one of the most exciting and rapidly growing FinTech companies on the African continent, we are looking for a bright and experienced Customer Care Officer. With a passion for payments, they quickly moved to close a gap in the African payments environment and put the online payments sector in the spotlight. You have the opportunity to work with a business whose ongoing goal is to make online transactions the preferred method of doing business in all sectors! FinTech is the main topic there!
An Overview of the Role
- The position will directly report to the Customer Care Supervisor and be in charge of handling complaints, merchant visits, processing orders, merchant training, and other duties required to meet customer demands and guarantee customer happiness.
You have the following obligations:
- drive usage expansion and boost transaction volumes from both newly signed up and current merchants
- Be the merchant's advocate within the business, speaking up for their needs, providing ideas, and removing barriers.
- Support customer and merchant inquiries and concerns, provide suitable answers and substitutes within the SLA's and following up to ensure prompt resolution
- Assistance with dormant merchant account activation and follow-up with an action plan to keep them active
- Develop solid commercial relationships with merchants by thoroughly comprehending their requirements, and proactively look for new product expansion prospects.
- To meet the goals, upsell or cross-sell the company's items to current retailers.
- Coordinate with various departments to fix service issues that affect consumers and/or businesses
- Monitor dashboards and conversions, and notify the customer care manager and team chat of any difficulties.
- Support the members of the sales team in various markets
- Keep track of outstanding bank transactions
- Create reports for merchant reconciliation.
- teach freshly hired merchants how to use the system of the business
- weekly departmental debriefings
- assumes full responsibility for every customer scenario, making sure that problems are fixed to the client's satisfaction.
- Recognize the dangers involved in addressing consumer inquiries, complaints, and disclosure of confidential information by phone and email.
- With excellent, sympathetic service rehabilitation, a disgruntled or unsatisfied customer can be converted into a devoted, satisfied one.
- Requests that can't be answered within the TAT should be escalated right away.
- Keep your product expertise at a level that allows you to give customers advice.
- achieving the goals specified for TAT, quality monitoring, and customer voice
- Follow established protocols and exercise care while responding to consumer phone and email inquiries.
- Keep your integrity and ethical standards at a high level.
- Plan and carry out consistent, professional merchant visits, recording customer feedback and market trends.
- Support the 24/7 shift for customer service to meet client requests.
Opportunity for Customer Care Officer Work at TalentintheCloud
An Overview of You
- Experience in customer service for two years or more
- experience working with wealthy clients from different cultures
- a thorough understanding of best practices and procedures for customer service.
- English and Swahili fluency (written and spoken)
- Self-starter
- Observation of details
- exceptional organizational abilities
- superior communication abilities
- Excellent phone and email manners
- tech savvy
- team player
- customer centered
- finding solutions
- proficiency with office suite
- zealous and proactive
- optimistic thinker
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