Officer - VAS Operations

We are looking for a proactive and dedicated VAS Operations Officer to join our team. The successful candidate will handle customer complaints and inquiries regarding digital goods, Western Union services, and Master/Visa cards. You will be required to provide top-notch customer service, troubleshoot issues, and ensure efficient resolution of problems while maintaining a high level of professionalism

• • Handle and resolve issues related to Master/Visa card activations, top-ups, transfers, ATM cash-outs and chargebacks.
  • Ensure timely and effective problem-solving to minimize disruptions for customers.
  • Process, track, and manage customer cases through multiple communication channels and ticketing systems.
  • Maintain accurate and up-to-date case records for tracking and auditing purposes.
  • Utilize card management systems, with a focus on prepaid card operations, to handle customer requests and resolve issues.
  • Prepare and analyze reports using Excel or Google Sheets for monitoring and decision-making.
  • Communicate effectively with internal teams, and stakeholders to ensure smooth handling of issues.
  • Identify recurring issues and propose improvements to streamline operations and enhance efficiency.