OPERATION AND SUPPORT OFFICER

Key Responsibilities

1. Agent & Merchant Management

• Agent & Merchant Management
  
• Review and approve company's agent and merchant registration
  
• Verify submitted documentation and ensure compliance with internal policies and regulatory requirements.
  
• Maintain accurate and up-to-date records of approved agents and merchants.
  
• Customer Support
  
• Handle and resolve company's customer complaints in a timely and professional manner.
  
• Escalate complex issues to relevant departments while ensuring customer satisfaction.
  
• Maintain a positive brand image through excellent service & delivery.
  

• Handle and resolve company's customer complaints in a timely and professional manner.
  
• Escalate complex issues to relevant departments while ensuring customer satisfaction.
  
• Maintain a positive brand image through excellent service delivery.
  

3. Operational Support.

• Provide administrative and operational support to the company's team.
  
• Assist with reporting, monitoring, and tracking of key performance indicators.
  
• Collaborate with other deparünents to ensure smooth business operations.
  
• Perform any other as assigned by the Operations Manager.
  

Requirements

Qualifications & Requirement:

• Bachelor's degree in Business Administration, Finance, IT, or related field (or equivalent experience).
  
• Minimum 1-2 years' experience in customer service, operations, or mobile financial services.
  
• Strong communication and interpersonal skills.
  
• High attention to detail and ability to work with minimal supervision.
  
• Problem-solving mindset with a focus on customer satisfaction.
  
• Proficiency in Microsoft Office (Word, Excel, Outbok).
  
• Knowledge of mobile money services or fin tech operations.
  
• Ability to and manage competing priorities.
  
• Strong ethical standards and commiünent to compliance.
  
• ​Fluency in English and Swahili (written and spoken).