Specialist - Customer Support

Reports To: Manager - Customer Support Division: MoMo Payment Service Bank (MoMo PSB) Mission: Responsible for providing exceptional customer service to our clients, handling their inquiries, resolving issues, and ensuring their overall satisfaction. You will work alongside the customer support team to pass on or receive information regarding customer needs.  Description: Resolve customer escalations sent to MoMo Operations Teams. Escalate issues that will result in optimal time, scope, productivity, and cost or resource impact to customer support manager. Execute projects initiated in the specific sub-function. Abide by the established objectives, targets, and budgets for the sub-function, when required. Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the customer support manager. Prepare documentation required for sign-off on tactical changes. Report on a daily basis to the customer support manager relating to progress made within the work area and in accordance with the measurement metrics set by the organisation. Report on an ad hoc basis on specific projects, as required. Educate clients on new offerings, features, and benefits to enhance their understanding and encourage product adoption. Maintain accurate records of customer interactions, inquiries, and complaints in our CRM and Ticketing system. Conduct periodic quality assessments of customer interactions, identify areas for improvement, and implement necessary training or process enhancements. Education: Bachelor's degree in a relevant field (e.g., Business, Finance, or Customer Service)/or equivalent work experience. Relevant post graduate education an advantage Experience: 3 – 7 years of experience in an area of specialization; with experience with working with others Proven experience in a customer service role, preferably within the financial industry. Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely. Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions. Detail-oriented and highly organized, with the ability to handle multiple tasks and prioritize effectively. Proficient in using CRM systems and other relevant software applications. Knowledge of financial products, services, and regulations is highly desirable. Ability to maintain professionalism and composure in high-pressure situations. Demonstrated commitment to delivering exceptional customer experiences. *Eligible Females and People with Disabilities are encouraged to apply.