Senior Customer Care Representative

Job Description

Job title S.Customer Care Representative

Company Dahabshiil Group

Workplace type Office

Job location Garoowe, Puntland

Employment type Full-time

Seniority level Mid-level (Minimum 5 yrs)

Reporting to Customer Care Manager

Department Commercial

Introduction to Position
The Senior Customer Care Representative is a key role responsible for leading and overseeing the operations of the customer service counter, which provides financial and telecom services, including mobile money services. This position requires a highly experienced and skilled individual with strong leadership qualities, in-depth knowledge of customer service best practices, and expertise in financial and telecom services.

2. 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.

3. Job Details

Roles and Responsibilities

· Leadership & Supervision:

Ø Supervise and guide junior customer care representatives, ensuring they adhere to company policies and procedures.

Ø Provide on-the-job training and mentorship to enhance the skills and knowledge of junior staff.

Ø Monitor the performance of the customer service team, providing feedback and implementing corrective actions as needed.

· Customer Service Excellence:

Ø Serve as the primary point of contact for high-value customers and complex inquiries.

Ø Ensure that all customers receive prompt, courteous, and effective service.

Ø Handle escalated customer complaints and issues, resolving them efficiently to ensure customer satisfaction.

· Operations Management:

Ø Oversee daily operations at the customer service counter, ensuring that all financial and telecom services, including mobile money transactions, are processed accurately and securely.

Ø Ensure that the counter is adequately staffed and manage staff scheduling to meet customer demand.

Ø Monitor transaction volumes, ensuring that the counter operates smoothly during peak times.

· Compliance & Risk Management:

Ø Ensure that all customer service activities comply with regulatory requirements and internal policies, particularly in relation to financial transactions and mobile money services.

Ø Implement and enforce security protocols to prevent fraud and protect customer information.

Ø Conduct regular audits of transactions and customer service processes to identify and mitigate risks.

· Customer Engagement & Retention:

Ø Develop and implement strategies to enhance customer engagement and retention.

Ø Promote and upsell additional financial and telecom services to customers, aligning with their needs and preferences.

Ø Gather customer feedback and insights to inform service improvements and product development.

· Reporting & Analysis:

Ø Prepare and present regular reports on customer service performance, including key metrics such as customer satisfaction, transaction accuracy, and complaint resolution times.

Ø Analyze customer service data to identify trends, opportunities for improvement, and areas of concern.

Ø Provide recommendations to senior management on strategies to enhance customer service and operational efficiency.

· Sales Support:

Ø Lead initiatives to promote new products and services at the customer service counter.

Support the sales team in achieving sales targets by driving customer awareness and uptake of services.

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 5 years of experience in customer service, with at least 2 years in a supervisory or senior role within the financial services or telecom industry.

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
· Interested candidates should submit their CV, a cover letter, and references to Group.hr@dahabshiil.com.

· Only shortlisted candidates will be considered and contacted.

Sincerely,

Dahabshiil Group