Back Office Coordinator

Dar Es Salaam Head Office - Tanzania, Dar Es Salaam
  1. Full Time
  2. Contact Center
Posting date:31 Jul, 2018

Role purpose:

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.

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

Life at Vodafone

James "Vodafone changed my life"

James "Vodafone changed my life"

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Meet Mel, LGBT+ friend