Job Title:

Customer Care Officer

Reports to: Customer Care Supervisor

Job Grade: L5

Division: Acquiring

Department: Customer Care

Location: Zanzibar, Tanzania

Job Purpose Statement:

The Customer Care officer is responsible for answering merchant and customers’ queries, complaints, process instructions, undertaking merchants’ training and other tasks needed to fulfil customer needs and ensure customer satisfaction.

Responsibilities:

Drive usage growth and increase transaction volumes from the newly onboardedand existing merchants.

Be the voice of the merchant within DPO, representing the merchants’ interests, generating insights and removing obstacles.

Support merchant and customer queries/complaints and provide appropriate

solutions and alternatives within the SLA’s and follow up to ensure timely resolution.

Support account activation for dormant merchants and a follow-up with an action plan to keep themactive.

Build strong merchant relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities

Upsell/cross sell DPO products to existing merchants and achieve the set targets.

Liaise with different departments to resolve service problems affecting merchants / customers.

Monitor dashboards and conversions and update any issues on team’s chat and the

customer care manager.

Offer support for the sales team members in different markets

Follow up on Pending Bank transactions

Prepare merchant reconciliation reports

Train newly on-boarded merchants on how to use the DPO system

Prepare weekly departmental debriefs.

Takes 100% ownership of every situation with a client, ensuring that the issues are

resolved to the client’s satisfaction

Understand the risks associated with handling both telephonic and email customer queries/complaints and dissemination of confidential information

Service recovery: turn a complaint/unhappy customer into a loyal satisfiedcustomer with professional, empathetic service recovery

Prompt escalation of queries that cannot be resolved within TAT

Maintain high level of product knowledge sufficient to advise customers

Meet the set targets on TAT, Quality monitoring and Voice of the Customer

Adhere to laid down procedures and duty of care in handling customer’stelephonic

and email enquiries

Maintain a high level of integrity and ethical standards.

Support the customer care strategy of a 24/7 shift to respond to Clients demands

Knowledge and Experience

Additional knowledge and qualifications

Proficient knowledge of customer service, and standard customer service practices and procedures.

Proficient in Swahili and English (written and spoken)

Self-starter

Attention to detail

Outstanding organizational skills.

Excellent Communication skills

Excellent Phone, email etiquette

Tech savvy

Team player

Customer focused

Problem solving

Office suite Proficiency

Enthusiastic and proactive

Positive thinker

Years of Experience

(Minimum)

2+ years’ experience Customer Service Experience

Additional Skills

Attention to Detail
Duty of Care
Email Etiquette
Enquiries
Etiquette
Knowledge Acquisition
Phone Manner
Product Knowledge
Product Service
Swahili