OPERATION AND SUPPORT OFFICER
Key Responsibilities
1. Agent & Merchant
Management
- Agent & Merchant Management
- Review and approve company's agent and merchant registration
- Verify submitted documentation and
ensure compliance with internal policies and regulatory
requirements.
- Maintain
accurate and up-to-date records of approved agents and merchants.
- Customer
Support
- Handle and
resolve company's customer complaints in a timely and professional manner.
- Escalate
complex issues to relevant departments while ensuring customer satisfaction.
- Maintain a positive brand image through
excellent service & delivery.
2. Customer Support.
- Handle and resolve company's customer complaints in a timely and professional manner.
- Escalate
complex issues to relevant departments while ensuring customer satisfaction.
- Maintain a
positive brand image through excellent service delivery.
3. Operational
Support.
- Provide
administrative and operational support to the company's team.
- Assist with
reporting, monitoring, and tracking of key performance indicators.
- Collaborate with other deparünents
to ensure smooth business operations.
- Perform any
other as assigned by the
Operations Manager.
Requirements
Qualifications &
Requirement:
- Bachelor's
degree in Business Administration, Finance, IT, or related field (or equivalent
experience).
- Minimum 1-2
years' experience in customer service, operations, or mobile financial
services.
- Strong
communication and interpersonal skills.
- High
attention to detail and ability to work with minimal supervision.
- Problem-solving
mindset with a focus on customer satisfaction.
- Proficiency
in Microsoft Office (Word, Excel, Outbok).
- Knowledge of mobile money services
or fin tech operations.
- Ability to and manage competing priorities.
- Strong
ethical standards and commiünent to compliance.
- Fluency in
English and Swahili (written and spoken).