JOB DESCRIPTION
OF CUSTOMER CARE OFFICER
OF CUSTOMER CARE OFFICER
Responsible for
handling front-line telephone contact with customers, facilitating the earliest
possible resolution of complaints and enquiries in line with Oxygen8 East
Africa service standards and procedures. The
candidate should be fluent in English and Kinyarwanda. French is highly
des
handling front-line telephone contact with customers, facilitating the earliest
possible resolution of complaints and enquiries in line with Oxygen8 East
Africa service standards and procedures. The
candidate should be fluent in English and Kinyarwanda. French is highly
des
The
responsibilities are as follows:
responsibilities are as follows:
- Representing the Company in all Customer
Contacts, providing best in Industry service via email, telephone and
social media.
- Communicating with customers in a professional
and efficient manner
- Solving Customer queries and complaints
- Clarifying Company Terms and Conditions and
specific Sport Betting Rules to the customer
- Explaining how to use the Betting Services and
Games
- Explaining MPESA and other Mobile money
operations
- Escalate and follow up on Customer Cases as and
when required
- Liaising professionally with external
organisations
- Identifying and report improvement areas
- Marketing activities when required
- Preparing reconciliations and reports as
instructed by Management
- Competitor evaluation and analysis
- Providing an efficient and effective service to
customers, understanding their needs and requirements, working to exceed
these wherever possible
- Demonstrating a positive, enthusiastic, committed
and flexible attitude towards customers and other team members,
recognising the importance and benefits of effective team working
- Delivering customer service in line with ‘best
practice’. Ensure compliance to relevant policies.
- Providing point of contact for customer
enquiries, dealing with these through to a successful outcome
- Providing assistance to customers should an
incident occur, seeking guidance in line with company policies.
JOB DESCRIPTION OF
SPORTS BETTING OPERATIONS MANAGER
SPORTS BETTING OPERATIONS MANAGER
The incumbent will
be responsible for providing sports betting guidance to the customer care team
as well as handle technical tasks pertaining to the sports betting department.
The candidate should be fluent in
English and Kinyarwanda. French is highly desirable.
be responsible for providing sports betting guidance to the customer care team
as well as handle technical tasks pertaining to the sports betting department.
The candidate should be fluent in
English and Kinyarwanda. French is highly desirable.
·
Handle sports betting customer care queries
Handle sports betting customer care queries
·
Actively interact with customers on all social media
platforms run by Oxygen 8
Actively interact with customers on all social media
platforms run by Oxygen 8
·
Provide daily communication via sms and/or email to
all the interested stakeholders
Provide daily communication via sms and/or email to
all the interested stakeholders
·
Monitor all active accounts and account behaviour; and
provide feedback on the same
Monitor all active accounts and account behaviour; and
provide feedback on the same
·
Activate accounts and engage with new registrations as
well as re-activations
Activate accounts and engage with new registrations as
well as re-activations
·
Provide training and education on sports betting
products to all concerned parties
Provide training and education on sports betting
products to all concerned parties
·
Remain abreast with all regulatory compliance and
industry specific requirements
Remain abreast with all regulatory compliance and
industry specific requirements
·
Preparation and submission of regulatory returns
Preparation and submission of regulatory returns
·
Monitor competitor activity including product, pricing
and competitiveness and generate a report accordingly to disseminate to all
interested parties
Monitor competitor activity including product, pricing
and competitiveness and generate a report accordingly to disseminate to all
interested parties
·
Confirm our own offers, accuracy in setup information
and odds; and compare the same with established brands internationally. This
includes interaction and corrective action with platform providers
Confirm our own offers, accuracy in setup information
and odds; and compare the same with established brands internationally. This
includes interaction and corrective action with platform providers
·
Monitor product performance and report accordingly
ensuring that the proposition is appropriate and competitive
Monitor product performance and report accordingly
ensuring that the proposition is appropriate and competitive
·
Assist in reporting and reconciliations
Assist in reporting and reconciliations
·
Assist in marketing plans and events
Assist in marketing plans and events
·
Update site CMS
Update site CMS
·
Assist with creative tasks as directed by management
Assist with creative tasks as directed by management
JOB
DESCRIPTION FOR VAS ENGINEER OXYGEN 8 RWANDA
DESCRIPTION FOR VAS ENGINEER OXYGEN 8 RWANDA
SUMMARY
Formulates
and defines specifications to design, develop, test and implement software
systems and participates in the modification of computer hardware and
peripheral equipment, and implementation of software operating systems. The
candidate should be fluent in English and Kinyarwanda. French is highly
desirable.
and defines specifications to design, develop, test and implement software
systems and participates in the modification of computer hardware and
peripheral equipment, and implementation of software operating systems. The
candidate should be fluent in English and Kinyarwanda. French is highly
desirable.
ESSENTIAL
FUNCTIONS
FUNCTIONS
• Understands the business areas supported
to determine specific business requirements. Supports multiple business areas.
to determine specific business requirements. Supports multiple business areas.
• Leads one or more medium sized and
complex projects which entails overseeing internal IT professionals, as well as
external IT professionals.
complex projects which entails overseeing internal IT professionals, as well as
external IT professionals.
• Implementation of schedules, plans and
conducts meeting and workshops relative to prioritized project plans, and
communicates project status reporting to all levels of management.
conducts meeting and workshops relative to prioritized project plans, and
communicates project status reporting to all levels of management.
• Analyzes complex systems and software requirements
to determine feasibility of design.
to determine feasibility of design.
• Evaluates interface among hardware,
software, operational, and performance requirements.
software, operational, and performance requirements.
• Formulates and designs software
operating systems using scientific analysis and mathematical models to predict
and measure outcome and consequences of design.
operating systems using scientific analysis and mathematical models to predict
and measure outcome and consequences of design.
• Reviews and defines training manuals in
the use of new or modified equipment, operating systems and software.
the use of new or modified equipment, operating systems and software.
• Designs and implements testing
methodology; reviews and defines documentation.
methodology; reviews and defines documentation.
• Develops business relationships and
integrates activities with other IT business unit/area to ensure successful
implementation and support of project efforts.
integrates activities with other IT business unit/area to ensure successful
implementation and support of project efforts.
• Provides technical leadership and/or
business expertise to subordinates and peers on complex projects by evaluating
and recommending appropriate development tools.
business expertise to subordinates and peers on complex projects by evaluating
and recommending appropriate development tools.
• Participates in the evaluation of new
and existing software/hardware products.
and existing software/hardware products.
• Maintains satisfactory attendance, to include
timeliness.
timeliness.
• Responsible for understanding and
complying with applicable quality, environmental and safety regulatory
considerations. If accountable for the work of others, responsible for ensuring
their understanding and compliance.
complying with applicable quality, environmental and safety regulatory
considerations. If accountable for the work of others, responsible for ensuring
their understanding and compliance.
• Participates in the training of junior
level personnel in technical complexities of assigned work.
level personnel in technical complexities of assigned work.
• Hands on experience in Value Added
Integrations for GSM Operators.
Integrations for GSM Operators.
• Experience in SMS, MMS, and charging
services.
services.
• Hands on experience in Linux, Java, Web
Services, Databases and client/server applications.
Services, Databases and client/server applications.
• Handling of customer complains problems
and requirements.
and requirements.
• Technical support for USSD/Antispaming
network O&M, problem corrective maintenance and preventive maintenance.
network O&M, problem corrective maintenance and preventive maintenance.
• Timely incident escalation, cooperate
with related Dept. to analyze and solve it.
with related Dept. to analyze and solve it.
• Periodical data collection, analysis and
report related to the network faults and hidden issue.
report related to the network faults and hidden issue.
• Participation in the Deployment of the
developed application/services.
developed application/services.
• Documentation of the developed
application/services.
application/services.
• Performing the required testing,
debugging, and troubleshooting to ensure the application/services
quality.
debugging, and troubleshooting to ensure the application/services
quality.
Education
• Bachelor of Science in Information
Technology
Technology
• At least two years’ experience in the
telecommunication/IT field.
telecommunication/IT field.
How to apply
Qualified candidates should submit
their detailed CVs to: rwandacareerdirections@gmail.com
their detailed CVs to: rwandacareerdirections@gmail.com