Job Description
Job Purpose:
The Customer Care officer is responsible for answering merchant and customers' queries, and complaints, processing, instructions, undertaking merchants' training and other tasks needed to fulfil customer needs and ensure customer satisfaction.
Roles & Responsibilities:
• Adhere to laid down procedures and duty of care in handling customers’ telephonic and email inquiries
• Be the voice of the merchant within the company representing the merchants' interests, generating insights, and removing obstacles.
• Build strong merchant relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
• Drive usage growth and increase transaction volumes from the newly onboarded and existing merchants.
• Follow up on Pending Bank transactions
• Liaise with different departments to resolve service problems affecting merchants/customers
• Maintain a high level of integrity and ethical standards.
• Maintain a high level of product knowledge sufficient to advise customers
• Meet the set targets on TAT, Quality monitoring, and the Voice of the Customer
• Monitor dashboards and conversions and update any issues on the team’s chat and the customer care manager
• Offer support for the sales team members in different markets
• Prepare merchant reconciliation reports
• Prepare weekly departmental debriefs.
• Prompt escalation of queries that cannot be resolved within TAT
• Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
• Support account activation for dormant merchants and a follow-up with an action plan to keep them active.
• Support merchant and customer queries/complaints and provide appropriate solutions and alternatives within the SLAs and follow up to ensure timely resolution.
• Support the customer care strategy of a 24/7 shift to respond to Clients’ demands
• Takes total ownership of every situation with a client, ensuring that the issues are resolved to the client’s satisfaction
• Train newly on-boarded merchants on how to use the company system
• Understand the risks associated with handling both telephonic and email customer queries/complaints and dissemination of confidential information
• Upsell/cross-sell the company products to existing merchants and achieve the set targets.
Mimimum Requirements:
• Bachelor’s degree in a Business related from a recognized institution.
• 3+ years’ experience in Customer Service in the financial services sector
• Proficiency in Microsoft Office