Complaint Management Advisor
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
VodafoneThree is seeking a Complaint Management Advisor to handle Mobile Money-related complaints and provide customer support. You will investigate and resolve trouble tickets, manage chat interactions, and ensure service level agreements are met.
Key Skills for This Role
Responsibilities
- 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 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 from mobile money customers and respond with correct resolution in a timely manner
- Ensure that all investigation and customer interactions relating to customer complaints are followed and documented in trouble ticket
- Responsible for Monetary/Non monetary adjustments on mobile money platform by getting required approvals
- Highlight all issues based on daily trend which will potentially impact other customers and require 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
- Demonstrates strong commitment to delivering prompt, efficient, and high quality service
- Manages customer care tasks in line with defined productivity and quality targets
Requirements
- Bachelor’s degree or equivalent
- 2 3 years of relevant Call Centre Representative experience
- Experience in working with banking / Money transfer applications with 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
Full Job Posting
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.
Additional responsibilities
- 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.
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
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at VodafoneThree
Sales Senior Executive
Doha, QAT
VodafoneThree seeks a Sales Senior Executive to lead day-to-day operations of entry point sales locations including airport kiosks, duty-free outlets, and border sales counters. The role focuses on achieving revenue, gro
Product Specialist
Doha, QAT
VodafoneThree seeks a Product Specialist in Doha to manage the end-to-end product lifecycle for mobile money app, merchant interfaces, and back office tools. Requires 5+ years of B2B or B2C product delivery experience an
Sales Senior Manager
Doha, QAT
VodafoneThree is seeking a Sales Senior Manager to deliver on sales commitments, build CXO relationships, and manage a sales team. The role requires 12+ years of B2B sales or account management experience, fluency in Eng
Fixed L1 Technical Support Advisor
Doha, QAT
VodafoneThree is seeking a Fixed L1 Technical Support Advisor in Doha to provide enterprise fixed and managed service complaint support. The role requires 5+ years of experience in fixed operations with telecom vendors/o
Digi Care Advisor
Doha, QAT
VodafoneThree is hiring a Digi Care Advisor to provide prompt customer service, resolve queries, and meet quality targets. The role requires 1-2 years of customer-facing experience, knowledge of telecommunications, chat,
Consumer Contact Centre Advisor
Doha, QAT
VodafoneThree is seeking a Consumer Contact Centre Advisor to handle customer enquiries, build relationships with premium clients, and achieve service level targets. The role requires a High School diploma, computer lite
Enterprise Business Development Manager
Doha, QAT
VodafoneThree is looking for an Enterprise Business Development Manager to manage partnerships strategy for direct sales channels, identify business development opportunities, and develop partnerships with key partners.
Fixed Installation Desk Advisor
Doha, QAT
VodafoneThree seeks a Fixed Installation Desk Advisor to coordinate fixed fibre and 5G service fulfilment, analyse testing reports, manage inventory, and support field teams. Requires 5 years of telecom experience, knowl
Sales Senior Executive
Doha, QAT
Product Specialist
Doha, QAT
Sales Senior Manager
Doha, QAT
Fixed L1 Technical Support Advisor
Doha, QAT
Digi Care Advisor
Doha, QAT
Consumer Contact Centre Advisor
Doha, QAT
Enterprise Business Development Manager
Doha, QAT
Fixed Installation Desk Advisor
Doha, QAT