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Friday, August 3, 2018

Nafasi ya Kazi Back Office Coordinator (VTCS010) - Vodacom Tuma Maombi Kabla ya Tarehe 7 August 2018

Back Office Coordinator - VTCS010

Role purpose:
The Back Office Coordinator will be responsible to lead and offering excellent customer support to both internal and external esteemed customer by attending all reported request including M-Pesa, VAS and DATA as well as assigned other duties at specified time period depending on the customer operation needs.

Key accountabilities and decision ownership;
• To attend all request sent to Back Office by either email or SR/remedy request within the agreed SLA
• Be proactive in sorting all Call Centre/Vodashop glitch that has been reported to Back office and provide feedback regarding resolution on time.
• To come up with plan and execution that will reduce number of offered call in Call Centre and escalated logs
• To lead outsource staff and provide Clients with exceptional customer service in highly competitive environment within working hours in relation to effective and efficiency of staff.
• To perform M-Pesa reconciliation and execution

Core competencies, knowledge and experience:

• Strong analytical skills – Sharp technical acumen complimented by strong industry knowledge.
• Stakeholder engagement – delivery of results through key stakeholders and partners
• Customer focused – solid understanding of the customers
• Process-oriented – solid understanding of key cross-functional processes touching the customer experience; able to play an efficient role; able to spot optimization opportunities
• Presentation skills – superior, both written and oral
• Strong interpersonal skills & a team player

Must have technical/professional qualifications:
• At least one year experience in Mobile Money- Back office operations
• 3 years relevant experience (experience handling difficult situations with customers, Marketing Customer Service Operations, At least an intermediate ability in computer skills).
• Degree and relevant experience from recognized university
• Fluent in English & Swahili languages

Job Type: Full-time
Employment Type : Permanent
Closing Date: 07-Aug-18, 11:59:00 PM