Consumer Support Officer

The Consumer Support Officer (Tele-calling) will be responsible for customer and merchant contact, campaign execution, reporting and insight extraction, while ensuring a consistent and high-quality customer experience.

Main Duties and Responsibilities:

• Work with the Service Head to resolve customer issues
• Conduct telecalling to follow up with customers requiring onboarding support
• Contact customers with rejected documents, provide clear explanations and guide them in re-submitting correct ones
• Call approved customers who have not yet linked a bank account and encourage completion
• Upsell cashback offers to customers with linked accounts who have not transacted
• Re-engage customers who deleted the app despite being linked
• Execute welcome calls to newly onboarded blink merchants
• Reach out to inactive or low-usage customers and propose retention offers
• Carry out surveys as and when required to evaluate customer experience and assist in designing an action plan accordingly
• Draft, refine and maintain calling scripts aligned with campaign objectives
• Collaborate with the Fintech team and other stakeholders to align on objectives and priorities
• Generate structured weekly/monthly reports highlighting key trends, performance and recommendations
• Ensure preventive and corrective measures are taken on complaints
• Maintaining customer engagement dashboards

Required Qualifications and Experience:

• Minimum HSC
• At least three (3) years’ experience in tele-calling, customer support or campaign execution preferred

  Required Skills and Aptitudes:

• Customer focus and good interpersonal skills
• Excellent communication skills in both French and English
• Team oriented person
• Excellent oral and written communication skills in French, English and Creole
• Knowledge of Fintech or digital product environments will be an advantage
• Ability to work in a fast-moving environment and deliver results within deadlines
• Proactive approach to problem solving

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Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.