Key Responsibilities and Duties:
Customer Service Officer you are responsible for the following:
Monitor and manage suspension cases for customers in Kenya and Uganda by ensuring timely resolution and communication with relevant stakeholders.
Generate and analyse reports related to key account management activities in the East Africa region and thereafter provide insights and recommendations to improve customer relationships.
Allocate credit notes to the appropriate customer accounts accurately and promptly.
Keep track of pending termination cases and update the master list accordingly.
Prepare reports on terminations that have occurred within 12 months and analyse any reversal trends.
Collect and compile data related to Customer Voice Care (CVC) for monthly and quarterly reporting
purposes.
Analyse and report on the reasons for customer terminations to identify potential areas of improvement.
Monitor and report on the issuance and handling of termination notices.
Generate reports on compliment tickets received from customers in the East Africa region.
Prepare comprehensive monthly reports covering all customer support tickets.
Report on suspensions related to new customer accounts in the East Africa region.
Prepare reports on customer complaints and track the resolution process.
Handle the processing of termination requests for customers in Kenya and Uganda.
Facilitate Customer Voice Care (CVC) calls with customers in Tanzania and Uganda.
Analyse and report on significant losses in the customer base for the East Africa region.
Participate in meetings to review and address debt suspension cases.
Attend weekly meetings to discuss the progress of key account management activities.
Participate in meetings focused on client retention strategies.
Ad Hoc Duties
Handle additional tasks and projects as assigned by the management.
Standing in for Customer Care Representatives
Provide support and assistance as a backup for Customer Care Representatives when needed.
Behinds Reviews with BMs and Programmers (Kenya and Uganda)
Collaborate with Business Managers and Programmers to review and resolve any outstanding issues in Kenya,
Uganda & Tanzania
Portfolio Rezoning:
Assist in the process of reorganising customer portfolios as required
Requirements
Bachelor’s degree in Business Administration, Finance, or a related field.
Strong analytical and reporting skills.
Proficiency in Microsoft Excel and other data analysis tools.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Detail-oriented with a focus on accuracy.
Prior experience in account management, reporting, or customer service is preferred.
Benefits
Medical Benefit
Pensionable
Eligible for quarterly Bonus as per Company policy
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