Complaint Management Advisor

Role overview

This position is focused on supporting customers with Mobile Money-related complaints, ensuring issues are resolved accurately, escalated when needed, and followed through to closure. The role also covers chat-based support, ticket handling, investigation, documentation, and coordination with internal teams to complete corrective actions.

Key accountabilities

• Handle customer conversations and provide assistance for Mobile Money complaints, working toward a satisfactory resolution.
• Use the available Mobile Money applications and support systems to check customer details, confirm information, and either resolve the issue or route it to the appropriate second-line team.
• Investigate, resolve, and monitor trouble tickets raised for Consumer and Enterprise Mobile Money complaints.
• Manage customer complaints with a focus on full quality standards, while ensuring follow-up actions are completed.
• Respond to customer chat interactions in a timely manner with the correct answer or next step.
• Record all investigation steps and customer interactions in the trouble ticket so the case history remains complete and traceable.
• Process monetary and non-monetary adjustments on the Mobile Money platform after securing the required approvals from relevant stakeholders.
• Identify recurring or trending issues that may affect other customers and flag those cases for urgent attention and correction.
• Ensure service requests and complaints are handled within the agreed customer service timelines.
• Communicate clearly, professionally, and with empathy in all customer interactions.
• Deliver prompt, efficient, and high-quality support while making every effort to meet individual customer needs.
• Work to productivity and quality targets and consistently meet SLA commitments.
• Contribute to an excellent customer experience by meeting KPI goals and generating positive customer feedback.
• Stay effective under pressure, adapt to changing conditions, and maintain performance during setbacks.
• Use a structured and logical approach to solving issues, making sound decisions based on data and available information.
• Take on any other project, task, or activity assigned by the line manager.

Qualifications and experience

• A bachelor’s degree or an equivalent qualification is required.
• Two to three years of relevant experience as a call centre representative is needed.
• Prior exposure to banking or money transfer applications is important, along with the ability to interpret and analyze data.
• Strong familiarity with financial and banking products, app-based mobile wallet products, or similar product and customer care systems is expected.