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 the Back office and provides feedback regarding resolution on time.
-
To come up with plan and execution that will reduce the number of offered call in Call Centre and escalated logs
-
To lead outsource staff and provide Clients with exceptional customer service in a highly competitive environment within working hours in relation to effectiveness and efficiency of staff.
-
To perform M-Pesa reconciliation and execution
