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.
Qualifications
Education & Experience:
- Bachelor’s degree or equivalent
- 2-3 years of relevant Call Centre Representative experience.
- Experience in working with banking / Money transfer applications with an ability to analyse and understand data
- Expertise in Financial and banking products or app based mobile valet products and or similar product catalogue and Customer Care systems
Skills Required
- Bachelor's degree or equivalent
- 2-3 years relevant Call Centre Representative experience
- Experience with banking / money transfer applications and ability to analyze data
- Expertise in financial and banking products or app-based mobile wallet products and customer care systems
What We Do
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play. We believe that, when working together, humanity and technology can find the answers and create a better future for all. Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet. More than 35 years ago, we made the first-ever mobile phone call, we sent the first SMS in Britain and have been changing the lives of billions of people ever since. Now, we are using smartphones to fight cancer, big data for social good, and we aim to connect over 250 million people to our next generation networks by 2025. We are passionate about building a workplace where you can truly be yourself, share inspiration, embrace new opportunities, thrive and make a real difference to people and our planet. We are known for our technology, but it is humanity that drives us forward. What are you passionate about?
