The Ugandan Jobline

Job Title:    Customer Service Agent (2 No
Experience Job Positions)

Organisation: MFS
Africa

Duty Station: 
Kampala, Uganda

About US:

MFS Africa is the leading digital payments hub in Africa, enabling low-cost
payments across the continent. The company works in close partnership with
mobile network operators and financial institutions to bring simple and
relevant payment services to unbanked people. MFS Africa connects over 200
million mobile money users across sub-Saharan Africa through its platform – the
MFS Hub. As a B2B company, we enable cross-border payment for mobile money
operators, banks, money transfer operators, large corporate and a growing
number of SMEs. Our recent partnership with Visa will soon allow us to connect
the MFS Hub to Visa.net, effectively connecting African consumers and
businesses to the global digital economy. As a technology fintech company, we
strive to automate everything we do and run world-class operations. Our
locations include: Port-Louis, Accra, Johannesburg, Nairobi and London. We’re
regulated by the FSC in Mauritius and the FCA in the UK.

Job Summary:  We are
looking for two highly analytical and energetic individuals that possess great
communication skills and good work ethic to join our dynamic team as Customer
Success Agents. The ideal candidates will be responsible for resolving both
general back office customer queries and technical issues affecting our
clients. As part of our dynamic team, they will be required to leverage their
communication and conflict Management skills to ensure that partner issues are
dealt with expeditiously and appropriately to their delight. Further to this,
they will participate in the continuous learning of the organization through
documenting novel issues and appropriate steps for their resolution.

The successful candidates should bring experience, ideally in Telco/ICT
customer support environments and in contributing to continuous improvements of
services through network and service monitoring. They should be proactive
problem-solvers to avoid similar issues re-occurring and apply best practices
on customer issue resolutions. They will work closely with a team of Customer
Success Agents in customer-query management & issue resolution and will be
required to work on a rotational schedule of morning and evening weekday
shifts, with roughly two weekend day shifts per agent per month.

Key Duties and Responsibilities:  

·       
Responding
to calls and tickets logged through the MFS Africa ticketing system

·       
Consulting
system logs to investigate issues described in tickets

·       
Resolve
product or service problems by understanding the customer’s complaint,
determining the cause of the problem, selecting and explaining the best
solution to solve the problem, expediting correction or adjustment, and
following up to ensure resolution

·       
Analyze
and report product malfunctions (for example, by testing different scenarios or
impersonating users)

·       
Identify
customer needs and help customers use specific features

·       
Build sustainable
relationships of trust through open and interactive communication

·       
Documenting
issue resolution to contribute to department reference and training materials

Qualifications, Skills and Experience:

·       
Ability
to multitask in an environment with shifting priorities

·       
Can work
autonomously in a highly demanding environment

·       
Ability
to communicate well with customers from different backgrounds

·       
Ability
to de-escalate and effectively handle frustrated or difficult clients

·       
Possession
of system analyzing skills with ability to identify root causes of system
issues

·       
Problem
solving skills and a keen eye for details

·       
Willingness
to perform at a level that exceeds expectation and with a high level of
integrity

·       
Good
command of English language.

·       
Ability
to speak French will be an advantage but not a requirement

·       
Ability
to work with Microsoft Office Suite. A good knowledge in Microsoft Excel will
be an advantage

·       
A decent
experience in any CRM (Customer Relationship Management) tool will be an
advantage

Benefits

·       
We are highly
innovative and were ranked by Fast Company as one of the most innovative
companies in the world

·       
We work
at the very cutting edge of fintech in Africa

·       
We solve
relevant problems for Africa and the world. We are building the MFS Africa Hub
into a payment infrastructure designed to last 100 years

·       
We have
a culture of caring and executing and a very diverse work environment with over
30+ nationalities represented

How to Apply:

All qualified and interested candidates should apply online at the link
below.

Click Here

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