Customer Care Officer (2 Positions)
Job Description
Job title Customer Care Officer
Company Dahabshiil Group
Positions Two Postions
Workplace type Office
Job location Garoowe, Puntland
Employment type Full-time
Seniority level Mid-level (Minimum 3 yrs)
Reporting to Customer Care Manager
Department Commercial
1. Introduction to Position
Customer Care Representative oversees customer service operations, providing support for financial and telecom services, including mobile money. This role requires experience in customer service and expertise in financial and telecom sectors. Key duties include addressing customer inquiries, ensuring satisfaction, and maintaining service standards
Objectives
• To ensure the highest standard of customer service is consistently delivered.
• To manage and resolve complex customer inquiries and complaints efficiently.
• To lead, mentor, and support junior customer care officers in their roles.
• To contribute to the continuous improvement of customer service operations.
Roles and Responsibilities
· Handle customer inquiries related to eDahab mobile money services, payments, and transactions.
· Assist customers in troubleshooting issues and resolving complaints efficiently.
· Educate customers on the features and benefits of eDahab services.
· Ensure timely and accurate processing of transactions and account updates.
· Maintain records of customer interactions and follow up to ensure resolution.
· Collaborate with the technical and finance teams to resolve any system or service issues.
· Stay updated on eDahab products, policies, and procedures to provide accurate information.
· Ensure compliance with company policies and customer service standards.
Skills and Qualifications
· Educational Level:
Ø A bachelor’s degree in business, finance, telecommunications, or a related field. Relevant professional certifications are an advantage.
· Work Experience:
Ø Minimum of 3 years of experience in customer service, with at least 2 years in a telecom industry.
Ø Proven experience in handling complex customer inquiries and managing high-pressure situations.
Skills Required
· Strong leadership and team management skills.
· Excellent communication and interpersonal skills.
· In-depth knowledge of financial transactions, mobile money services, and telecom operations.
· Strong problem-solving abilities and decision-making skills.
· High level of attention to detail and accuracy.
· Proficiency in using customer service software and financial systems.
Languages Required
· Proficiency in [Somali and English].
Working Conditions
· The Senior Customer Care Representative will work primarily at the customer service counter, with occasional duties that may require work outside standard office hours, particularly during peak periods or in response to specific customer service challenges.
How to apply
1. Applying Instructions
· Interested candidates should submit their CV, a cover letter, and references to Group.hr@dahabshiil.com.
Sincerely,
Dahabshiil Group
