We are a social business committed to energy access and digital access in Africa. We make accessible to all innovative products that meet the needs of local populations to change their life. Baobab+ is available in Senegal, Mali, Madagascar and Ivory Coast. Baobab+ is part of Baobab Group, a digital finance group specializing in financial inclusion in 9 countries in Africa and China.
Job Description
- Act as the first point of contact to customers across multiple interaction channels; calls, email and chat.
- Ensure that all customer interactions, feedback, and complaints are appropriately logged for tracking.
- Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
- Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Manage social media platforms either answering inquiries or routing them to the appropriate internal team.
- To carry out effective follow-up and call scheduling on all agreements.
- To carry out other tasks as assigned by the Team Leader.
Profile
- Possess a BSc / HND Degree in relevant fields.
- Ability to listen, adapt, persuade, and transform
- Ability to make new and useful ideas work;
- Ability to produce deliverables conforming to the required standard;
- Ability to support a team and team building skills;
Method of Application
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