Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
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The Issue Resolution Officer is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. The issue resolution officer is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers' experience can be further optimized based on analysis of the issue log or customer requests.
Responsibilities
Cross-Departmental Coordination: Act as a primary point of contact between the sales team (State Coordinators and Regional Managers) and all issues resolution teams (Channels, Sales, KYC, Chargeback, Recovery, and Fraud) to resolve issues and ensure all updates and follow-ups are communicated effectively.
Monitor and Track Issues: Regularly monitor incoming issues from Zendesk and ensure that each ticket is being actively worked on by the Issue Resolution Team.
Follow-Up on Open Tickets: Proactively follow up on all open tickets to ensure that they are resolved within the specified time frames.
Report Progress: Provide regular updates to the customers and stakeholders on the status of issues, highlighting any bottlenecks or delays.
Escalate Unresolved Issues: Identify issues that are not progressing as expected and escalate them to higher management for further action.
Risk Mitigation: Implement follow-up procedures that reduce the risk of errors, non-compliance, and customer dissatisfaction.
Feedback Collection: Gather customer feedback to identify areas for improvement in service delivery.
Record Maintenance: Ensure that all records of follow-up activities and transaction reviews are maintained and easily accessible for future reference.
Process Optimization: Identify and suggest improvements to follow-up processes to enhance efficiency, reduce errors, and improve customer satisfaction
Qualifications
Bachelor’s degree in any related field
1-2 years of customer-facing experience at a financial institution or a high-growth software development company.
Have a good understanding of card disputes ( Banking experience or other related fields)
Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
Ability to think analytically to solve customer problems
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