15 março, 2021
Role purpose: Support and relationship management of M-Pesa customer’s corporate segment as well as the management of the admin function supporting the customer base.
Key accountabilities and decision ownership
• Create a consistent and positive line of engagement with critical internal areas with the aim of supporting the commercial partners as well as the VB customer base;
• Manage and support the M-Pesa Business admin team;
• Support in the formulation of processes, policies and procedures for Business Customers support;
• Set monthly engagements with areas such as Legal & Compliance, Finance and Back Office to address customer concerns and ensure consistent follow up and resolution;
• Ensuring overall service excellence for customer support through the admins team and Customer on boarding performance monitoring.
Core competencies, knowledge and experience
• + 1-2 Years in Sales environment, preferably with enterprises experience is desirable;
• Ability with business process and efficiency management
• Team management
• Accurate reporting skills
Must have technical / professional qualifications
• Degree in Sales & Marketing, Management or Commercial areas;
Key performance indicators
• Achievement of yearly revenue targets;
• SLA management for the support of the EBU M-Pesa processes;
• Satisfactory customer support rating.