Complaint Management Advisor

Job Description Key accountabilities and decision ownership

• Responsible for interaction with customers and provide support for any Mobile Money-related complaints and resolve customer issues.
• Use available Mobile Money tools and systems to identify and verify customer information and resolve /escalate customer issues to 2nd level teams.
• Responsible for Trouble ticket investigation, resolution, and follow-up on all the tickets raised for Mobile Money complaints. (Consumer/Enterprise).
• Ensure to handle customer complaints with 100% quality and regular follow‑ups. Responsible for handling chat interactions from the mobile money customers and to respond to them with the correct resolution and on a timely manner.
• Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in trouble ticket.
• Responsible for Monetary/Non‑monetary adjustments on the mobile money platform by getting required approvals from other business stakeholders.
• Highlight all the issues based on the daily trend which will potentially impact other customers and require urgent fix.
• Ensure to handle service request & complaints within the service level agreed with the customer.
• Communicates clearly and concisely with customers using appropriate language, demonstrating empathy and professionalism in all interactions.
• Demonstrates a strong commitment to delivering prompt, efficient, and high‑quality service; goes the extra mile to meet individual customer needs.
• Manages customer care tasks in line with defined productivity and quality targets. Ensures all service level agreements (SLAs) are consistently met and maintained.
• Delivers an exceptional customer experience by achieving KPI targets and earning positive feedback, compliments, and recognition from customers and colleagues.
• Maintains effective performance under pressure and in the face of setbacks; adapts successfully to changing demands and work conditions.
• Applies a systematic and logical approach to problem‑solving, making sound judgments based on available data, information, and relevant assumptions.
• Perform any additional project, task or activities assigned/delegated by the Line Manager.

• Bachelor’s degree or equivalent.
• 2-3 years of relevant Call Centre Representative experience.
• Experience in working with banking / Money transfer applications with an ability to analyse and understand data.
• Expertise in financial and banking products or app‑based mobile wallet products and/or similar product catalogue and customer care systems.