Back Office Coordinator Job Vacancy at Vodacom Tanzania

Posted by | August 1, 2018 | Jobs In Tanzania

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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. 

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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 

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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 

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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

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