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About this job
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
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