Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l'externalisation de la paie (payroll). Nous opérons sur toute l'étendue de l'Afrique Centrale. La Sodeico Manpower est également membre d'un Consortium International qui fournit de l'expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l'Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.

Role Purpose

The FinTech & Vodacom Business Back Office Support Specialist provides end-to-end support for FinTech and Enterprise customers by managing service requests, complaints, escalations, transaction investigations, and Back Office operations. The role ensures timely resolution, SLA compliance, revenue protection, and excellent customer experience through close collaboration with Customer Care inbound and all interactive departments.  

Key Responsibilities

1.       Customer Request & Complaint Resolution

·       Resolve customer and business service requests within agreed turnaround times.

·       Manage complaints and escalations related to FinTech and Vodacom Business products and services.

·       Investigate complex cases and ensure satisfactory resolution for customers and business partners.

·       Maintain high standards of customer experience and service excellence.

         FinTech Operations Support

• Manage Mobile Money and Digital Financial Services related requests and complaints.
• Investigate failed transactions, account disputes, reversals, and reconciliation cases.
• Support transaction validation and correction activities.
• Ensure compliance with financial services, operational procedures and regulatory requirements.
• Liaise with Finance, Risk, Fraud, and Technology teams to resolve transaction-related issues.

         Vodacom Business (VBU) Support

• Support Enterprise and Corporate customers with service fulfilment and operational requests.
• Manage provisioning, service activation, migrations, billing-related inquiries, and operational escalations.
• Coordinate with interactive departments to ensure timely resolution.
• Monitor high-priority business customers’ complaints and ensure proactive communication throughout the resolution process.

2.       Ticket & Workflow Management

• Manage workload queues and customer complaints through CRM and workflow management systems.
• Ensure all assigned tickets are resolved within agreed SLAs.
• Escalate unresolved issues to the relevant stakeholders and track progress until closure.
• Maintain accurate documentation and audit trails of all actions taken.

3.       Service Performance Management

• Monitor operational performance against agreed KPIs and service targets.
• Support backlog reduction initiatives and service improvement programs.
• Identify recurring issues and recommend corrective actions.

Contribute to backlog reduction initiatives and process optimization projects

4.       Reporting & Analytics

• Prepare operational and performance reports.
• Analyze service trends, transaction issues, complaint volumes, and escalations.
• Provide insights and recommendations to improve service delivery and operational efficiency.
• Support management decision-making through accurate reporting and data analysis.

5.       Key Performance Indicators (KPIs)

• SLA Compliance Rate
• Complaint Resolution Rate
• Ticket Closure Rate
• Average Resolution Time
• Backlog Management
• Escalation Resolution Timeliness
• Compliance and Audit Adherence

Job Knowledge

• Mobile Financial Services Operations
• Enterprise Customer Support
• Customer Complaint Management
• Transaction Investigation & Reconciliation
• SLA Management
• CRM & Ticket Management Systems
• Root Cause Analysis
• Business Process Improvement
• Data Analysis & Reporting

Job Related Skills

• Customer Obsession
• Accountability & Results Orientation
• Problem Solving & Attention to Detail
• Collaboration, Teamwork & Effective Communication
• Resilience and Adaptability
• Planning and Organizing
• Continuous Improvement Mindset

Qualifications & Experience

Education

• Bachelor’s degree in business administration, Finance, Telecommunications, Information Systems, Accounting, Economics, Computer Science, or a related field.

Experience

• Minimum of 2–4 years of experience in Customer Operations, FinTech Operations, Mobile Financial Services, Enterprise Support, Back Office Operations, or Service Delivery.
• Experience in the telecommunications industry is preferred.
• Experience working with CRM, ticket management, billing, and operational systems.

We invite you to post your detailed CV in French with imperative mention of the job title in the subject of your application «FINTECH & VB BO SUPPORT SPECIALIST »

. Please, you may directly apply on our website www.sodeico.org  (fill in the form and submit your resume) in Word format (any other format will not be accepted) before  oct 29, 2026.

- Unemployed postulants are requested to bring a jobseeker card issued by the ONEM.

- Only successful candidates will be called.

-  Female application are strongly encouraged!