Partner Support Analyst, Analyste de soutien aux partenaires, Yaoundé, MFS Africa

Partner Support Analyst, Analyste de soutien aux partenaires, Yaoundé, MFS Africa

Role Responsibilities/ Responsabilités du rôle

*Please Note: Candidates from Benin, Burkina Faso, Cote D’Ivoire and Cameroon are invited to apply*

About MFS Africa:

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 corporations and a growing number of SMEs. Our recent partnership with Visa will soon allow us to connect the MFS Hub to, 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, Kampala, and 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.

Learn more about MFS Africa here:

About the role | Partner Support Analyst:

MFS Africa is looking for self-motivated and energetic problem solvers who are genuinely excited about helping and resolving technical issues logged by our partners. The person in this role will work with the Head of Partner Support and other Analysts to ensure that support calls and help desk tickets are dealt with promptly and appropriately.

The ideal candidate for this role is curious, empathetic, and detail oriented. You should be a great communicator, who is proactive and responsive. You can troubleshoot and investigate how to address a problem and you go beyond what the customer asks for, to identify what they need. Further to this, you will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.

The Partner Support Analysts should have experience in Telco/ICT customer support environments. You will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. You will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution. You strive for excellence and understand the value of responding to partner requests in a timely and efficient manner to maintain high levels of satisfaction.

Key Responsibilities:

Responding to calls and tickets logged through the MFS Africa ticketing system in a prompt and professional manner.

Consulting system logs to investigate issues described in tickets.

Liaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partners.

Identifying and assessing customers’ needs to achieve satisfaction.

Occasionally calling partners to resolve issues quicker (in the event of prolonged emails back and forth).

Documenting issue resolution to contribute to department reference and training materials.

Ultimately, we are looking for people who do not just respond quickly to requests but solve problems to improve our partners’ experience.

Does This Sound Like You?

Critical requirements for the role (Must-Haves):

1 – 3 years of experience in a technical customer support role.

Experience working in either the mobile money/fintech/banking/telecommunications/ICT industries.

Excellent written and verbal communication skills.

Prior experience with service desk tools such as Zendesk or advanced Excel skills.

Preferred requirements (Nice to Haves):

Diploma/Bachelor’s degree such as Computer Science or any other highly analytical degree.

Fluency in French and English.

Certification in customer care-related courses is an advantage.

Candidate attribute (Culture Fit):

Self-starter with natural curiosity for constant service improvement.

Ability to multitask, prioritize and manage time effectively.

Ability to work autonomously in a highly demanding environment.

Strong problem-solving ability.

Strong interpersonal skills.

Passionate about building amazing end user experiences.

Why work for MFS Africa?

We are highly innovative and were ranked by Fast Company as one of the most innovative companies in the world.

We work at the very cutting edge of fintech in Africa.

We solve relevant problems for Africa and the world and are building the MFS Africa Hub into a payment infrastructure designed to transcend generations.

We have a very diverse work environment with over 30+ nationalities represented and continually strive to build a culture of care and execution.

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