Customer Care Officer at DPO Pay by Network

Posted by beiyatz.com 3 May 2024
Customer Care Officer at DPO Pay by Network
Customer Care Officer at DPO Pay by Network

Customer Care Officer at DPO Pay by Network ;Job Title: Customer Care Officer

Reporting To: Customer Care Supervisor

Job Grade: L5

Division: Acquiring

Department: Customer Care

Location: Zanzibar, Tanzania.

Customer Care Officer at DPO Pay by Network
Customer Care Officer at DPO Pay by Network

Job Purpose:

The role of the Customer Care Officer involves addressing merchant and customer inquiries, resolving complaints, processing instructions, conducting merchant training, and performing other tasks to meet customer needs and ensure their satisfaction.

Key Responsibilities:

  • Promote usage growth and increase transaction volumes from newly onboarded and existing merchants.
  • Act as the merchant’s advocate within DPO, representing their interests, generating insights, and removing barriers.
  • Address merchant and customer queries/complaints, provide suitable solutions and alternatives within the SLA’s, and follow up to ensure timely resolution.
  • Assist in activating accounts for dormant merchants and follow up with an action plan to keep them active.
  • Develop strong merchant relationships by understanding their business needs and proactively identifying new product expansion opportunities.
  • Upsell/cross-sell DPO products to existing merchants and achieve set targets.
  • Collaborate with various departments to resolve service issues affecting merchants/customers.
  • Monitor dashboards and conversions, and report any issues to the team chat and the customer care manager.
  • Provide support to sales team members in different markets.
  • Follow up on pending bank transactions.
  • Prepare merchant reconciliation reports.
  • Train newly onboarded merchants on how to use the DPO system.
  • Prepare weekly departmental debriefs.
  • Take full ownership of every client situation, ensuring issues are resolved to the client’s satisfaction.
  • Understand the risks associated with handling both telephonic and email customer queries/complaints and the dissemination of confidential information.
  • Turn a complaint/unhappy customer into a loyal, satisfied customer with professional, empathetic service recovery.
  • Promptly escalate queries that cannot be resolved within TAT.
  • Maintain a high level of product knowledge sufficient to advise customers.
  • Meet set targets on TAT, Quality monitoring, and Voice of the Customer.
  • Adhere to established procedures and duty of care in handling customer telephonic and email inquiries.
  • Maintain a high level of integrity and ethical standards.
  • Support the customer care strategy of a 24/7 shift to respond to client demands.

Knowledge and Experience:

Additional Qualifications:

  • Proficient knowledge of customer service, and standard customer service practices and procedures.
  • Proficiency in Swahili and English (written and spoken).
  • Self-starter.
  • Attention to detail.
  • Outstanding organizational skills.
  • Excellent communication skills.
  • Excellent phone and email etiquette.
  • Tech-savvy.
  • Team player.
  • Customer-focused.
  • Problem-solving skills.
  • Proficiency in Office Suite.
  • Enthusiastic and proactive.
  • Positive thinker.

Years of Experience:

  • Minimum of 2+ years of Customer Service Experience.

Seniority Level: Associate

Employment Type: Full-time

Job Function: Customer Service

Industries: Financial Services.

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