Customer Care Officer

Updated: May 04, 2024 11:16 AM GMT

DPO Pay by Network

Kigali

ROLE PROFILE

Job Title: Customer Care Officer

Reports to: Customer Care Supervisor

Job Grade: L5

Division: Acquiring

Department: Customer Care

Location: Kigali, Rwanda

Job Purpose Statement:

The Customer Care officer is responsible for answering merchant and customers' queries, complaints, process instructions, undertaking merchants' training and other tasks needed to fulfil customer needs and ensure customer satisfaction.

Responsibilities:

Drive usage growth and increase transaction volumes from the newly onboardedand existing merchants.

Be the voice of the merchant within DPO, representing the merchants' interests, generating insights and removing obstacles.

Support merchant and customer queries/complaints and provide appropriate

solutions and alternatives within the SLA’s and follow up to ensure timely resolution.

Support account activation for dormant merchants and a follow-up with an action plan to keep them active.

Build strong merchant relationships through a... More Detail