Customer Care Analyst job at M-KOPA

This role offers an exciting opportunity to work in a fast-paced environment focused on customer care and fraud prevention. You’ll collaborate with cross-functional teams to ensure our customers receive the best support while helping to safeguard the integrity of our operations.

In this role, your responsibilities would include:
Fraud-Related Customer Support
• Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
• Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
• Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.
Fraud Monitoring and Investigation
• Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
• Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
• Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.
Team Collaboration and Accountability
• Partner with sales and operational teams to implement fraud prevention policies.
• Provide feedback and support for disciplinary actions in cases of policy violations.
• Contribute to team discussions on improving fraud prevention processes and customer care strategies.
Reporting and Documentation
• Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
• Assist in preparing reports on fraud trends and resolutions for internal stakeholders.

This is an fully remote role and you will be working alongside a diverse group of team members based in locations such as the UK, Europe, and Africa.
To be successful in this role, we would expect that you have experience/evidence of the following:
• Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
• Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
• A keen eye for detail and the ability to identify patterns or risks in customer interactions.
• Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
• A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
• A minimum of two years’ experience in a professional role, preferably in customer service.

Job application procedure
• Interested and qualified? Click here to apply

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