Customer Support Operations, Specialist II – Rwanda , at TransUnion (Deadline: Ongoing)

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Customer Support Operations, Specialist II – Rwanda , at TransUnion (Deadline: Ongoing)

Locations :  Kigali
Time type:  Full time
job requisition id :  19016850

What We’ll Bring:

As part of a shared Services team for all lines of business, you will be responsible for ensuring that all the SEC processes are adhered to and that our service to our clients are efficient, transparent and world class. We are looking for an experienced Customer Support candidate who has the necessary skills and abilities to perform a Customer Services and Operational Role at TransUnion – Rwanda.What You’ll Bring:

The intermediate level requires an understanding of TU products and services, applicable systems, May adapt procedures, processes and techniques to meet the more complex requirements of the position.  Regularly interacts with and acts as a liaison between various internal departments and external parties to resolve customer related questions and problems.

Refers only the most complex issues to higher levels. Ability to work independently with very limited supervision, prioritizing tasks and creating daily work plans.

You will be required expected to complete the following on a daily basis:

  • Manage the Rwanda Customer Support mailbox and action requests within specified SLA’s.
  • This will entail interacting with customers and various stakeholders in the organization via Email, Telephone, Skype, Microsoft Teams or Zoom to assist with pre or post sales service requests.
  • An exceptional standard of work needs to be maintained when actioning customer issues, queries, requests, incident or complaints.
  • Quality check your own closure of tickets daily/weekly/monthly basis (tickets are worked on and all fields updated in order to achieve excellent reporting)
  • Must be able to work as part of a team.
  • Provide ways on improving inefficiencies within your role or as part of a team.
  • Ensure that management requests/deadlines are met timeously.
  • Must be able to compile service reports.
  • Honest and accurate claim submissions e.g. Client visits, Cellphone claims etc.;
  • Training:
    • Must be able to conduct training on Bureau systems (e.g.: Wisdom, TU Direct, EIR, Inside Data and Salesforce)
    • Provide telephonic training to clients on password resets  or any errors received on TU operating systems
  • Contracts:
    • Must be able to Quality Check Onboarding documents for Sales
    • (Contracting, Credentialing) – will be taught on the job.
  • Tenders: (Knowledge required – process can be taught)
    • Must be able to complete all Tender documents received timeously,
    • Quality Check all document received
    • Obtain relevant signatures and;
    • Ensure that the Tender packs are completed and submitted to Sales before the due date
  • Vendor Management: Must be able to complete all documentation for submission
  • Requests for Quotations: Must be able to complete RFQ’s

Impact You’ll Make:

What you will need:

  • A relevant degree or diploma or studying towards a qualification
  • Minimum 3 – 5 years of work experience in a Customer Support role or similar
  • Must have knowledge of software applications & technologies used by the supported group
  • Must have excellent customer service skills
  • Must have excellent verbal and written skills
  • Must have strong listening skills
  • Ability to prioritize customer requests
  • Ability to work independently and/or as a part of a team
  • Ability to manage deadlines effectively
  • Ability to handle stressful situations
  • Ability to communicate and interact with individuals at all levels in the business
  • Ability to adapt to role changes within the business unit as and when the requirements change
  • A good understanding of the National Credit Act & associated regulations
  • Develop an understanding of the technical aspects of products and services used at TU
  • Be resilient with changes to the organization and business unit.

TransUnion Job Title

Specialist II, Customer Support Operations

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