• Creating and prioritizing incident tickets by assigning them in Remedy for different M-Pesa markets and following up with the respective teams to provide and submit root cause analysis feedback and requested information and documents to respective teams

• Creating and prioritizing incident tickets by assigning them in Remedy for different M-Pesa markets and following up with the respective teams to provide and submit root cause analysis feedback and requested information and documents to respective teams

ROLES & RESPONSIBILITIES (R&Rs)• Responsible for contacting clients and collecting outstanding payments with the aim of reducing the delinquency numbers for the business• Handle outbound calls from customers with questions and concerns about the outsourced company's product and services.• Discover customer needs by asking open ended questions and presented appropriate products and services.• Persuade customers to retain services by offering discounts and special promotions on products and services.• Answering outbound call to assist customers with their account and other needed services.• Resolved customer complaints successfully • Entrusted with confidential customer information.

ROLES & RESPONSIBILITIES (R&Rs)• Monitor accounts to identify outstanding debts• Investigate historical data for each debt or bill• Find and contact debtors’ clients to arrange debt payoffs• Take actions to encourage timely debt payments• Resolve billing and customer credit issues• Report on collection activity and accounts receivable status• Serving customers by providing product and service information and resolving problems.• Attracting potential customers by answering product and service questions.• Engaging potential new customers by supporting customer activation activities, answering product and service questions, running referral programs.• Developing a positive customer experience by fostering healthy relationship with all customers to the business.• Handling complaints, providing appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

Roles & Responsibilities • Liaise between senior supervisors and other company employees.• Performing administrative tasks and documenting procedures.• Monitor staff productivity and develop initiatives toward enhanced job performance.• Monitoring job performance metrics, and relaying productivity concerns to the Supervisor.• Optimizing the job performance of employees under the supervision of a senior supervisor.• Reporting to the supervisor or other senior managers as required.• Developing coaching materials and conducting coaching sessions.• Establishing business knowledge and awareness of shared company goals.• Providing staff with technical guidance and assistance.• Relaying productivity concerns to the Supervisor.• Assisting with other administrative tasks, when required.