Remote Customer Operations Support

Summary

Join us as a Customer Operations Support // CRB in Uganda or Zambia and manage the full customer touchpoint process to resolve queries relating to CRB clearance letters. You will report to the Customer and Partner Operations Manager.

Requirements

• 2 - 4 years working experience in a call center or customer service environment
• Have a Customer Centric mindset, and a solutions oriented approach to problem solving
• Able to work independently and have the ability to multi-task within a complex and fast moving environment
• Excellent verbal / written communication skills and good listening skills
• Proficiency with Microsoft Office products; specifically, Word and Excel

Responsibilities

• Manage customer CRB clearance requests from walk-in customers, incoming calls, SMSes and emails from customers, MNOs and other stakeholders from start to finish by providing appropriate solutions, and making follow-up calls to ensure complete resolutions within SLA
• Create required process reporting and capture customer loan data discrepancies between JUMO and Credit Reference Bureau (CRB) Platforms
• Check, verify and confirm the accuracy and validity of customers’ KYC and Credit Bureau Comprehensive Consumer Report details using JUMO’s internal tools, and follow-up with JUMO’s data teams on pending updates on the Credit Bureau platform
• Manage the escalation of complaints and requests which may involve correction of loan information to JUMO’s internal teams and CRB, and making sure they are resolved within SLA
• Observe customer touchpoint interactions and extract key insights to prepare insightful reporting, including 3rd party interactions, in order to facilitate enhancing the overall customer experience
• Drive continuous service improvements through idea generation and resolution implementation, as well as participate in special projects and assume other duties and responsibilities where needed

Preferred Qualifications

• Experience within the CRB, IT, Telecoms, Fintech or Call Centre environments
• Knowledge of Mobile Money and Technology / Financial platforms

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