Sales Operations Officer

Summary

Join Moniepoint Inc., Africa’s leading financial ecosystem, as an Issue Resolution Officer. You will be the primary point of contact for customers, resolving issues and ensuring timely updates. This role requires cross-departmental coordination, issue monitoring, and proactive follow-up. You will also gather customer feedback, maintain records, and suggest process improvements. The ideal candidate possesses 1-2 years of customer-facing experience in a financial institution or high-growth tech company and strong analytical and communication skills. Moniepoint offers a supportive culture, learning opportunities, and a commitment to diversity and inclusion.

Requirements

• 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
• Customer Empathy
• Listening and communication skills
• Service-oriented mindset
• Ability to grasp basic technical concepts

Responsibilities

• 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
• Regularly monitor incoming issues from Zendesk and ensure that each ticket is being actively worked on by the Issue Resolution Team
• Proactively follow up on all open tickets to ensure that they are resolved within the specified time frames
• Provide regular updates to the customers and stakeholders on the status of issues, highlighting any bottlenecks or delays
• Identify issues that are not progressing as expected and escalate them to higher management for further action
• Implement follow-up procedures that reduce the risk of errors, non-compliance, and customer dissatisfaction
• Gather customer feedback to identify areas for improvement in service delivery
• Ensure that all records of follow-up activities and transaction reviews are maintained and easily accessible for future reference
• Identify and suggest improvements to follow-up processes to enhance efficiency, reduce errors, and improve customer satisfaction

Benefits

• Culture -We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks