MFS Africa is the leading digital payments hub in Africa, enabling low-cost payments across the continent. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant payment services to unbanked people. MFS Africa connects over 320 million mobile money users across sub-Saharan Africa through its platform the MFS Hub. As a B2B company, we enable cross-border payment for mobile money operators, banks, money transfer operators, large corporate and a growing number of SMEs. Our recent partnership with Visa will soon allow us to connect the MFS Hub to Visa.net, effectively connecting African consumers and businesses to the global digital economy. As a technology fintech company, we strive to automate everything we do and run world-class back-office operations spread between Johannesburg, Port-Louis, Accra and soon Nairobi. We also have a compliance team in Johannesburg, London and Port-Louis and are regulated by the FSC in Mauritius and the FCA in the UK.
We are looking for a highly analytical, energetic person possessing great communication skills and good work ethic to join our dynamic team as Customer Success Agent. You will be responsible for resolving both general back-office customer queries and technical issues affecting our clients.
As part of our dynamic team, you are required to leverage your communication and conflict management skills to ensure that customer issues are dealt with expeditiously and appropriately to their delight. Further to this, you will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
You should bring experience, ideally in Telco/ICT customer support environments, in making customer journeys smooth and pleasant, and in contributing to continuous improvement by constantly providing valuable input into the improvement of services through network and services monitoring, proactive problem-solving to avoid similar issues re-occurring and applying best practices on customer issue resolutions.
You will work closely with a team of Customer Success Agents in customer-query management and issue resolution. This position can be based either in West Africa, South Africa, or Kenya; you will be required to work on a rotational schedule of morning and evening weekday shifts, with roughly two weekend day shifts per agent per month.
The duties and responsibilities of the role will be as follows:
Qualifications and Experience