About Company
Vodacom Mozambique is a leading telecommunications company dedicated to connecting people across Mozambique. We are part of the Vodacom Group, a prominent African communications company, and a subsidiary of Vodafone Group Plc. Since our inception, we have been at the forefront of innovation, providing cutting-edge mobile communication, data, and financial services, including our highly successful M-Pesa mobile money platform. Our mission is to transform lives through technology, fostering economic growth and social development. We pride ourselves on a culture of excellence, customer-centricity, and continuous improvement, empowering our diverse team to make a real impact. Join a company that is not just about connectivity, but about building a better future for millions.
Job Description
Are you a problem-solver with a passion for customer satisfaction and a keen eye for detail? Vodacom Mozambique is seeking a highly motivated and experienced Remote Payment Issue Resolution Expert to join our dynamic customer operations team. In this pivotal remote role based in Mocuba, Zambezia Province, you will be the frontline champion for our customers, meticulously investigating and resolving complex payment-related discrepancies and concerns. Leveraging your expertise, you will navigate our systems, collaborate with various internal departments, and communicate effectively with customers to ensure swift, accurate, and satisfactory outcomes. This role demands exceptional analytical skills, a customer-first mindset, and the ability to thrive in a remote work environment while maintaining high levels of productivity and empathy. You will be instrumental in upholding our reputation for reliable service and ensuring a seamless experience for our M-Pesa and other payment service users. If you are committed to making a tangible difference in customers’ lives and possess an unwavering dedication to excellence, we invite you to apply and contribute to our mission of connecting and empowering communities across Mozambique.
Key Responsibilities
- Investigate, analyze, and resolve complex payment disputes, errors, and fraudulent activities reported by customers.
- Communicate professionally and effectively with customers via phone, email, and chat to explain resolutions and provide updates.
- Collaborate with internal teams including Finance, Fraud, Technical Support, and Network Operations to facilitate issue resolution.
- Document all customer interactions, investigations, and resolutions accurately and thoroughly in the CRM system.
- Identify root causes of payment issues and contribute to developing long-term solutions and process improvements.
- Adhere strictly to company policies, industry regulations, and data privacy standards.
- Stay informed about new products, services, and changes in payment processes to provide up-to-date information.
- Maintain high levels of customer satisfaction and achieve key performance indicators (KPIs) for resolution time and quality.
- Provide expert guidance and support to junior team members on complex cases when required.
- Handle sensitive customer information with the utmost discretion and confidentiality.
Required Skills
- Minimum of 3 years of experience in customer service, payments, or fraud resolution, preferably in a telecommunications or financial services environment.
- Proven ability to investigate and resolve complex payment-related issues.
- Excellent verbal and written communication skills in Portuguese and English.
- Strong analytical and problem-solving abilities.
- Proficiency in using CRM software and other relevant business applications.
- High degree of empathy, patience, and customer-centricity.
- Ability to work independently and manage time effectively in a remote setting.
- Solid understanding of mobile money operations and payment systems.
- Exceptional attention to detail and accuracy.
Preferred Qualifications
- Bachelor's degree in Business Administration, Finance, or a related field.
- Experience with M-Pesa or other mobile money platforms.
- Knowledge of Mozambican financial regulations and compliance standards.
- Additional language proficiency (e.g., Sena, Tsonga) is a plus.
- Certification in customer service or dispute resolution.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career growth.
- Flexible remote work arrangements.
- Contribution to internet and utility costs for remote setup.
- Access to Vodacom products and services at preferential rates.
- Dynamic and inclusive company culture.
- Paid time off and holidays.
How to Apply
If you are passionate about customer service and ready to make a significant impact in a leading telecommunications company, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application.