Backoffice Officer

ZainCash

Responsibilities:

• Processing and Submitting the Customer Complaints & Inquiries:

Address customer Complaints

• Assist with Issue Resolution:

Investigate and resolve customer complaints, issues, or concerns in a professional and timely manner.

Utilize problem-solving skills to identify root causes and offer appropriate solutions.

• Follow-Up and Follow-Through:

Follow up on customers issues & Complaints to ensure satisfaction after issue resolution.

Monitor ongoing issues and ensure timely follow-up until resolution, keeping customers informed throughout the process.

• Maintain Quality Standards:

Adhere to established quality standards and service level agreements for response times, resolution times, and customer satisfaction.

Continuously strive to improve service delivery and exceed performance targets.

• Managing Repeated Customer Issues:

Track and analyze recurring issues reported by customers.

Coordinate with relevant teams to implement permanent solutions and prevent repeat complaints.

• Customer Experience (EX) Ownership:

Take full responsibility for ensuring a positive and seamless customer experience across all touchpoints.

Proactively identify gaps in the customer journey and suggest improvements.

Collaborate with other teams to implement enhancements that support overall customer satisfaction and loyalty