Blended Customer Experience Agent (Business Banking / POS) at Kolomoni Microfinance Bank

Job Purpose

• The Blended CX Agent – Business Banking / POS is responsible for providing responsive and efficient support to merchants via multiple channels including the POS hotline, WhatsApp, and chat.
• The role focuses on accurate ticket handling, adherence to fraud escalation protocols, and timely resolution of POS-related reversals.
• This position plays a vital role in upholding service quality for Kolomoni’s business banking clients by ensuring prompt assistance, data accuracy, and effective communication.

Key Responsibilities
Handle Merchant Tickets:

• Attend to incoming support requests from merchants via the POS hotline, WhatsApp, and chat platforms.
• Provide professional and solution-oriented assistance on device issues, transaction concerns, and service requests.

Accurate Logging:

• Ensure all merchant tickets are properly logged with accurate merchant identification (ID) and correct ticket tagging.
• Maintain clear documentation and case notes for each interaction.

Fraud SOP Compliance:

• Follow established fraud escalation protocols when fraud-related issues or suspicious transactions are identified.
• Coordinate timely handover of such issues to appropriate internal teams (Fraud Desk, Escalation Unit).

Requirements

• Minimum of 1 year’s experience in a POS support or contact centre role.
• Strong attention to detail and customer orientation.
• Familiarity with POS systems, merchant operations, and reversal processes is an advantage.
• Good communication skills and ability to multitask in a fast-paced environment.