Job Description

Roles & Responsibilities

Consumer Protection & Customer Support Framework

• Support the implementation and day-to-day execution of the company's Consumer Protection Framework across exchange, digital money transfer, and wallet channels.
• Assist in maintaining customer support procedures used by front-line staff and digital support channels.

Complaint & Inquiry Intake

• Assist in receiving and recording customer inquiries, requests, and complaints through telephone, email, website, mobile application, in-app chat, social media, walk-in, and other approved channels.
• Acknowledge customer complaints promptly and ensure they are logged accurately in the complaint management system with the correct category, channel, product, and priority.
• Ensure all customer interactions are documented in line with internal recordkeeping and regulatory requirements.

Complaint Handling & Resolution Support

• Ensure customer complaints are handled fairly, consistently, and within regulatory and internal turnaround times.
• Escalate unresolved, sensitive, or high-risk customer issues to the Customer Support Officer or management without delay.
• Analyse recurring complaint themes and customer feedback trends.
• Support root cause analysis of customer complaints and service issues.
• Recommend improvements to customer journeys, processes and controls.

Customer Case Management

• Support the Customer Support Officer in monitoring complaint resolution timelines and following up with relevant departments.
• Keep customers informed of the status of their requests and complaints in accordance with established service standards.
• Coordinate with branch staff and internal departments to obtain information required for complaint investigations.
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