Job Description
Responsible for managing customer’s interaction based on issues or enquiries relating to the KongaPay platform. They attend to customer enquiries and complaints via telephone contacts & emails and ensures that issues escalated are resolved within agreed timelines and with best practices with regards to quality. They ensure that customers experience is managed efficiently while resolving their issues to ensure customers satisfaction and retention.
Reporting Line Supervisor, KongaPay Support
Duties & Responsibilities
• Provide accurate information to customers regarding enquiries on the KongaPay platform.• Resolve or escalate issues that may occur when the platform is used for payment purposes.• First contact resolution• To give information on how to use the platform and the benefits of using the platform.• To provide quality of service to customers • Should be able to run campaigns on benefits using the platform• Should be able to manage angry and stressed customers.• Must be able to pay attention to details in order to give accurate information.• Liaise with partner banks on escalated issues on behalf of customers.• Resolve all customer issues on the KongaPay platform• Articulate and escalate customer impacting issues that may arise from the platfrom• Escalate all perceived fraudulent issues• Prepare daily and weekly report.Skills & Competencies • High level of tolerance• Good listening skills• Written communication• Accurate Information• Good Communication skills• Good problem solving skills• Knowledge of Microsoft Office• Customer Service• Accurate documentation
Qualifications & Experience
• Experience working as a Card Dispute Resolution Officer in a financial institution is strongly desired.• University degree.• Excellent written and communication skills.• Experience in resolving issues and managing customers.• Excellent written, verbal, analytical and communication skills.
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