New Job at Vodacom Tanzania - August 2023
JOB TITLE: Products Support Specialist
Mwanza, Tanzania, TZA
Job Description
What you’ll do Role purpose:
To execute all M-Pesa products support tasks and ensure the effective performance of M-Pesa products and services.
Key Accountabilities
• Supporting the Customer Service and Distribution Divisions, defining and monitoring the customer experience for consumer, business, and distribution users of the M-Pesa systems, including testing of changes, training of customer-facing teams, and 2nd line support for distribution and business customers.
• Maintain business relationships with 3rd parties and ensure SLAs are maintained on customer query resolution.
• Work with the Customer service team and all internal business units to track queries out of SLA as reported on the back-office dashboard.
• Supporting the Sales and Distribution Divisions, managing the sales activation process for distribution and business customers on the M-Pesa systems.
• Supporting the Legal and Regulatory Division, implementing AML and compliance controls and monitoring, data clean up, and reconciliations.
• Perform M-Pesa product operations and processes, including reconciliation with 3rd parties, and performing operational reports to support finance, sales, distribution, and customer service teams.
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Core competencies, knowledge, and experience
• Project Management – experience with management of projects, teams & achieving deadlines.
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions.
• Presentation and communication skills – superior, both written and oral. Experience in report writing, Excel, and PowerPoint
• Strong stakeholder management skills
• Ability to adapt to changing requirements
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Must have technical/professional qualifications:
• 2+ years’ experience in industry or functional experience.
• Bachelor’s degree in business administration, Economics, Marketing or its equivalent.
• Strong analytical skills and business acumen.
• Build and maintain relationships with key stakeholders in the value chain.
• Mobile Financial Services experience would be advantageous.
• Project knowledge and experience would be advantageous.
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Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone, we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
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