Customer complaints officer-UWallet

About UWallet :

UWallet is a leading mobile payments service provider established back in 2014 with extensive background in mobile payments technologies, and a clear vision toward leading the Jordanian e-wallet services under the control and supervision of the Central Bank of Jordan.

Job purpose:

The Customer Complaints Officer is responsible for managing and resolving customer complaints efficiently and effectively. This role involves investigating complaints, identifying their root causes, and ensuring satisfactory resolutions while maintaining a high level of customer satisfaction. The officer also analyzes complaint data to recommend improvements in products, services, and processes to prevent future issues.

Responsibilities:

• Receive, evaluate, analyze, and document/archive complaints received from customers in addition to following up on the progress of the complaint.
• Set time frames with the concerned departments and follow up with them to handle the received complaints and resolve any issues within a timely and professional manner.
• Classify the received complaints and prepare case reports and recommendations to mitigate complaints.
• Assist in improving the service provided through providing recommendations and preparing training workshops for employees and raising awareness.
• Follow-up on third parties (agents/ partners) to ensure compliance with the instructions regarding complaints and the right of customers to complain.
• Respond to the Central Bank of Jordan and the supervisory authorities on correspondences related to complaints.
• Perform any other duties or responsibilities assigned by the management falling within the job role’s scope of work
• Handling court letters.

Requirements

Education:  

bachelor’s degree in Business Administration or any related field

Work Experience:

fresh graduate.

Knowledge and Skills:

Knowledge of:

-        Good knowledge of customer care fundamentals.

-        Good knowledge of mobile financial services industry, products, processes, and procedures.

-        Good knowledge of legal requirements and controls of international laws & regulations.

-        Good knowledge of customer verification & KYC function.

Skills In:

-        Excellent communication skills.

-        Excellent problem-solving skills.

-        Excellent command of English language both speaking and writing.

-        Good command of computer skills (Microsoft office)

Work environment:_

80_% Office    20_% field

Last updated on Aug 19, 2024