Job Description – Back Office operation agent

Location: Banghazi

Working hour: Sunday –Thursday 9:00 am to 5:00 pm

Annual leave: 30 days /annum

Contract: As per the Libyan law.

Tax & Social insurance: As per the Libyan law.

Duties & Responsibility:

• Ensure TT customer satisfaction and company reputation.
• Upload the KYC in the card management system, do the re-load, top up, issuing & replacement activity in the system.
• Represent the company and take decisions to solve critical customer issues & dispute based on company policy and procedures.
• Provide daily report about back office activities, card issuing and card replaced top-up requests any other disputes cases.
• Engagement with Wirecard & S2M Team in terms of daily operations such as creating files, solving issues, implementing or changing features & functions in the products.
• Work across functionally with TT partners and other functions within the company such as marketing and sales to provide premium service to TT customers.
• Support Customers directly in critical cases and provide direct report to customers in case needed from TT systems.
• Ensure adequate written and verbal communication and cooperation with all relevant stakeholders.
• Creating a procedures documents for the back office operations.
• Managing and be responsible TT assists inside back office center including cards, cash and other assists.
• Work in agile environments so adopting a new change in requirements.
• Answer all of the client phone calls during the working hours.
• Stay current with customer needs and strategies; utilizing formal and informal written communication methods (for example, emails, newsletters, PowerPoint presentations, executive updates, task lists, updates).
• Identify ways to increase adoption and customer satisfaction.
• Work closely with TT related team for LYD project for all aspects such as (creating files, reports, implementing a new solution for MNO & Corporate card).
• Any Other Upcoming Strategic Projects or task requested by line manager.
• Flexibility on answering phone calls from client or line manger after working hours.
• Provide the needed support in cases of emergency situation after the working hours.

Qualification &Key Capabilities:

• Good communication and enforcement acting skills.
• English language, good speaking & writing.
• Enthusiasm for software and the payment industry.
• Ability to manage multiple clients and projects/tasks simultaneously.
• Possess good project administration skills.
• Analytical & ability to solve problems.
• Ability to travel inside & outside Libya.
• Time Management Skills.
• Very good with MS office.
• Willing to work with a team.
• Willing to work under pressure.
• Ability to build relationships quickly and effectively.

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