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Customer Care Analyst - Uganda at M-KOPA

--Powermax General Electrical Merchants Ltd--

Job Description

Are you passionate about delivering exceptional customer service while playing a vital role in protecting our business and customers? We are seeking a Customer Care Analyst to join our Fraud Operations Team, where you'll support the identification and resolution of fraud-related issues while providing top-notch assistance to our customers.

Join our Fraud Team and be part of an exciting journey to deliver exceptional care while safeguarding our customers and business.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Job Industry

Customer Service & Support

Job Salary Currency

Job Salary Fixed

No

Key Deliverables

Fraud-Related Customer Support

  • Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
  • Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
  • Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.

Fraud Monitoring and Investigation

  • Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
  • Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
  • Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.

Team Collaboration and Accountability

  • Partner with sales and operational teams to implement fraud prevention policies.
  • Provide feedback and support for disciplinary actions in cases of policy violations.
  • Contribute to team discussions on improving fraud prevention processes and customer care strategies.

Reporting and Documentation

  • Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
  • Assist in preparing reports on fraud trends and resolutions for internal stakeholders.

Essential Qualities

Essential Qualities
  • Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
  • Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
  • A keen eye for detail and the ability to identify patterns or risks in customer interactions.
  • Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
  • A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
  • A minimum of two years’ experience in a professional role, preferably in customer service.

Application Process

Close Date

04/02/2025

Apply Now!