Complaint Management Advisor
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Key skills for this role
About the Role
Vodafone is seeking a Complaint Management Advisor to handle Mobile Money-related complaints and provide customer support. The role requires 2-3 years of call centre experience and expertise in financial/banking products.
Key Skills for This Role
Responsibilities
- Interact with customers and provide support for Mobile Money related complaints
- Use Mobile Money tools to identify and verify customer information and resolve/escalate issues
- Investigate and resolve trouble tickets for Mobile Money complaints
- Handle chat interactions from mobile money customers and provide correct resolutions
- Document all investigation and customer interactions in trouble tickets
- Process Monetary/Non monetary adjustments on the mobile money platform with approvals
- Highlight issues based on daily trends that may impact other customers
- Handle service requests and complaints within agreed service levels
- Communicate clearly and concisely with customers demonstrating empathy and professionalism
- Deliver exceptional customer experience by achieving KPI targets
Requirements
- Bachelor's degree or equivalent
- 2 3 years of relevant Call Centre Representative experience
- Experience in working with banking / Money transfer applications
- Expertise in Financial and banking products or app based mobile valet products
Full Job Posting
Job Description
- 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.
- Ensure to handle customer complaints with 100% quality and regular follow ups.
- Responsible for handling chat interactions from 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.
Qualifications
- 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 or similar product catalogue and Customer Care systems
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