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.
2. 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.
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

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).