Position 1: Senior Dispute and Reconciliation Expert
About Kacha:
Kacha Digital Financial Service S.C. is a leading digital platform in Ethiopia, offering mobile money, bill payments, remittances, and merchant payments. We aim to promote financial inclusion and contribute to Ethiopia’s national digitalization ambitions. We are the first private payment instrument issuer licensed by the National Bank of Ethiopia.
Job Summary:
The Senior Dispute and Reconciliation Expert is responsible for managing and resolving disputes between Kacha, its clients, and partners. The role includes identifying the root causes of disputes, developing solutions, negotiating agreements, and working with internal teams to prevent future disputes.
Roles and Responsibilities:
- Manage the resolution process for disputes related to Kacha mobile money services.
- Record and manage dispute cases in compliance with relevant procedures.
- Conduct investigations and communicate results to involved parties.
- Provide prompt responses to disputes within specified timeframes.
- Communicate effectively with stakeholders to address and resolve disputes.
- Monitor case progress and keep stakeholders informed.
- Ensure accurate reconciliation of mobile money transactions and financial records.
- Investigate and resolve unsettled transactions due to system issues.
- Maintain proper documentation of reconciliation and dispute files.
About You:
- Education: Bachelor’s degree in Accounting, Finance, Marketing, Management, or related business fields.
- Experience: Minimum of 4 years in dispute resolution and/or reconciliation.
- Skills:
- Strong negotiation and problem-solving skills.
- Excellent communication skills (written and verbal).
- Ability to work independently and manage multiple projects.
- Strong analytical skills and knowledge of legal and regulatory requirements related to dispute resolution.
Position 2: Trainee – Call Center Agent
Job Summary:
The Trainee – Call Center Agent plays a crucial role in delivering exceptional customer service for Kacha Digital Financial Service. This position involves handling incoming calls, providing information, resolving inquiries, and ensuring a positive customer experience.
Roles and Responsibilities:
- Customer Service and Support:
- Handle inbound customer calls professionally, addressing inquiries and resolving issues.
- Assist customers in navigating digital financial platforms and troubleshooting technical issues.
- Product and Service Knowledge:
- Develop a comprehensive understanding of Kacha’s digital financial services.
- Stay updated with changes and enhancements to services.
- Issue Resolution and Escalation:
- Resolve customer issues and escalate complex problems to appropriate teams.
- Maintain proper documentation of customer interactions.
- Customer Relationship Management:
- Build strong customer relationships and follow up to ensure satisfaction.
- Provide personalized assistance based on customer needs.
- Quality Assurance and Compliance:
- Adhere to established call center quality standards.
- Comply with regulatory requirements and protect customer data privacy.
- Documentation and Reporting:
- Accurately document customer interactions and generate reports as required.
About You:
- Education: Bachelor’s degree in any field, with fluency in Tigrigna, Afan Oromo, and other local languages, in addition to Amharic and English.
- Experience: Zero years of experience (Fresh Graduate).
- Skills:
- Excellent verbal communication and active listening skills.
- Strong problem-solving abilities and attention to detail.
- Patience, resilience, and professionalism in handling customer inquiries.
How to Apply:
Interested and qualified candidates can apply through this link. Only qualified candidates will be contacted.