Merchant And Business Back Office Support

Job description
Mission/ Core purpose of the Job

Supports back-office account queries;
Performs all ECW Administrator role functions (as per standard functionality and authorization levels);
Promptly resolves and reports escalated issues within immediate capacity;
Logs and documents all query types and ensures prompt communication of status to the Mobile Money Agent;
Ensures prompt escalations of difficult queries/issues to relevant support teams and operators;
Follows through on escalated issues ensuring prompt resolutions;
Keeps abreast of upgrades and changes in the system that may impact the overall service delivery;
Adheres to assigned shift slots, ensuring availability throughout the shift period;
Acts on feedback from Supervisors/Managers, ensuring continuous improvement in performance;
Participates in team initiatives and activities;
Attends team meetings and other Call Centre specific initiatives;
Attends Mobile Money and other specific initiatives;
Generates relevant reports promptly;
Performs other duties as may be assigned from time to time by the Supervisor.

Requirements

Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
Business Administration/Marketing or an equivalent professional Diploma;
One (1) year experience in sales and marketing in a FMCG environment.

Women are strongly encouraged to apply