Customer Operations Specialist

Summary

Join JUMO as a Customer Operations Specialist in Lusaka, Zambia, and play a key role in optimizing customer experiences and managing operational partner relationships. You will proactively drive operational efficiencies, identify opportunities for service improvement, and provide support to partner customer touchpoints. This role requires strong relationship management, communication, and analytical skills, along with experience in a customer-centric environment. You will manage customer escalations, track technical incidents, and contribute to the integration of new partners and products. JUMO offers a remote-first work approach with flexible practices, a collaborative environment, and opportunities for growth and development.

Requirements

• Tertiary qualification in Operations or Business Administration
• A minimum of 2 - 5 years in a Customer-centric, Relationship management role with a strong track record in relationship management, research & insights gathering, and reporting
• Relationship management & Communication skills, People (customer) centric/customer oriented & a High level of integrity
• Project management skills, Results oriented, Proactive & an effective team player
• Ability to multitask, prioritize, organize and manage time effectively, as well as, being Self-motivated, with a strong ability to self-manage
• Reporting, analytical and logical skills
• Creative, solution oriented and able to take initiative

Responsibilities

• Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards
• Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys
• Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries
• Build excellent internal and partner stakeholder relationships to ensure customer centricity in all decision making
• Proactively initiate and drive projects with the objective of improving customer experience metrics
• Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience
• Manage all customer escalations and support queries within SLA, by driving internal stakeholder resolution of these in the business
• Track and report on all technical incidents affecting customer experience, while engaging with internal technical teams to investigate, understand and resolve the root cause technical issues
• Assist in managing and configuring internal customer support systems
• Support other functional departments by coordinating the integration of new Ecosystem Partners, Financial Service Providers or Products in the territory

Preferred Qualifications

• Experience within the IT, Telecoms, Fintech, Call Centre environments
• Knowledge of Mobile Money and Technology / Financial platforms
• Access to your own or public transport to conduct regular visits to the call centres, agents and partners

Benefits

• Collaborating with smart, engaging people in an inspiring work environment
• Working for impact
• Growing and learning continuously, with loads of encouragement and support
• Boldly taking risks as we navigate new challenges
• Flexible work practices enabling your best delivery
• Being autonomous and empowered to lead
• Remote First