Customer Operations Specialist // TZ

Job description

• Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards.
• Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys.
• Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries.
• Build excellent internal and partner stakeholder relationships to ensure customer centricity in all decision making.
• Proactively initiate and drive projects with the objective of improving customer experience metrics.
• Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience.
• Manage all customer escalations and support queries within SLA, by driving internal stakeholder resolution of these in the business.
• Track and report on all technical incidents affecting customer experience, while engaging with internal technical teams to investigate, understand and resolve the root cause technical issues.
• Assist in managing and configuring internal customer support systems.
• Support other functional departments by coordinating the integration of new Ecosystem Partners, Financial Service Providers or Products in the territory.
• Be required to work weekend shifts on occasion.

• A tertiary qualification in Operations or Business Administration.
• A minimum of 2 - 5 years in a Customer-centric role with a strong track record in relationship management, research & insights gathering, and reporting.
• Exposure to a call centre environment.
• Strong relationship management & communication skills, specifically a strong language proficiency in English (both written and spoken). 
• To be customer & results oriented, proactive & an effective team player.
• To have a high level of integrity.
• Project management skills and the ability to self-manage, multitask, prioritise, organise and manage time effectively.
• Strong reporting, analytical and logical skills.
• To be creative, solution oriented and able to take initiative.
• To be in a position to travel to Dar es Salaam to conduct weekly visits to the call centres, agents and partners.

• Experience within the IT, Telecoms and/or Fintech environments.
• Knowledge of Mobile Money and Technology / Financial platforms.
• Access to your own vehicle.

• Collaborating with smart, engaging people in an inspiring work environment.
• Working for impact.
• Growing and learning continuously, with loads of encouragement and support.
• Boldly taking risks as we navigate new challenges.
• Flexible work practices enabling your best delivery.
• Being autonomous and empowered to lead.

Tertiary qualification in Operations or Business Administration; 2-5 years customer-centric experience; call centre exposure; strong English proficiency; project management skills; ability to travel weekly to Dar es Salaam; occasional weekend shifts.

Key Responsibilities

• driving operational efficiencies
• managing partner relationships
• resolving customer escalations

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Dar es Salaam, Dar es Salaam, Tanzania
• Languages: English

About JUMO

A fintech company providing financial services and mobile money platforms. — Industry: Information Technology