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Back Office Coordinator Job Vacancy at Vodacom Tanzania | August, 2018
NAFASI ZA KAZI VODACOM TANZANIA
Role purpose: NAFASI ZA KAZI VODACOM TANZANIA
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.
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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 Back office and provide feedback regarding resolution on time.
-To come up with plan and execution that will reduce number of offered call in Call Centre and escalated logs
-To lead outsource staff and provide Clients with exceptional customer service in highly competitive environment within working hours in relation to effective and efficiency of staff.
-To perform M-Pesa reconciliation and execution
Core competencies, knowledge and experience:
-Strong analytical skills – Sharp technical acumen complimented by strong industry knowledge.
-Stakeholder engagement – delivery of results through key stakeholders and partners
-Customer focused – solid understanding of the customers
-Process-oriented – solid understanding of key cross-functional processes touching the customer experience; able to play an efficient role; able to spot optimization opportunities
-Presentation skills – superior, both written and oral
-Strong interpersonal skills & a team player
Must have technical/professional qualifications:
-At least one year experience in Mobile Money- Back office operations
-3 years relevant experience (experience handling difficult situations with customers, Marketing Customer Service Operations, At least an intermediate ability in computer skills).
-Degree and relevant experience from recognized university
-Fluent in English & Swahili languages
Job Summary
Title: Back Office Coordinator
Location: Dar Es Salaam
Job type: Full Time
Sector: Contact Center
Job ID: VTCS010
Posting date: 31 July, 2018
Closing Date : 07-Aug-18, 11:59:00 PM
