Complaint Management Advisor

About the role

We are looking for a Complaint Management Advisor to join our Mobile Money support team. You will be the primary point of contact for customers facing issues with Mobile Money services, ensuring swift resolution and a high‑quality experience.

Key responsibilities

• Interact with customers via phone, chat and ticketing system to address Mobile Money complaints.
• Use Mobile Money tools and platforms to verify customer information, resolve issues or escalate to second‑level teams.
• Investigate, resolve and follow up on trouble tickets for both consumer and enterprise accounts.
• Document all investigations and communications in the ticketing system.
• Process monetary and non‑monetary adjustments after obtaining required approvals.
• Identify daily trends, flag potential systemic issues and recommend urgent fixes.
• Meet service level agreements (SLAs) and key performance indicators (KPIs) while maintaining empathy and professionalism.
• Support additional projects or tasks assigned by the line manager.

Required profile

• Bachelor’s degree or equivalent.
• 2‑3 years of experience as a call‑centre representative.
• Hands‑on experience with banking or money‑transfer applications and the ability to analyse data.
• Familiarity with financial and mobile‑wallet products and customer‑care systems.

Required skills

• Mobile Money platforms and tools.
• Ticketing / trouble‑ticket systems.
• Banking and money‑transfer applications.
• Data analysis for issue identification.

What we offer

• Opportunity to work in a fast‑growing financial‑services environment.
• Professional development and clear career progression.
• Collaborative team culture focused on customer satisfaction.