Administrator II Operations Support

1 week ago

Nairobi, Nairobi Area, Kenya TransUnion Full time

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

To provide exceptional customer service by handling incoming calls, assisting walk-in customers, resolving queries and disputes, and ensuring accurate processing of consumer requests in compliance with company policies and regulatory requirements. Consumers with information, education and assistance.

What You'll Bring:

Key Responsibilities:

Handle Consumer Interactions:

  • Attend to incoming calls and assist walk-in customers promptly and professionally.
  • Accurately process consumer requests and capture information into relevant systems for each call, query, or dispute received.

Query and Dispute Management:

  • Investigate and resolve consumer disputes and queries within agreed timelines.
  • Provide timely feedback to consumers via email, telephone, or in person regarding queries and disputes logged.
  • Maintain and update contact lists to ensure subscriber information is accurate and up to date.

Consumer Education:

  • Educate consumers on Kenya Credit Bureau Regulations, particularly regarding dispute and query processes.

Record Keeping and Reporting:

  • Update daily query log sheets (statistics) and submit to supervisors.
  • Ensure accurate documentation of all consumer interactions and resolutions.

Quality and Compliance:

  • Maintain high standards of call quality and customer service while handling requests.
  • Adhere to company and departmental policies, procedures, and compliance requirements.

Perform any other duties as assigned by the supervisor to support departmental objectives.

Impact You'll Make:

Skills and Qualifications:

  • Diploma or Degree in Business, Customer Service, or related field.
  • Minimum of 1–2 years' experience in a customer service role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Proficiency in MS Office and CRM systems.
  • Ability to work under pressure and manage multiple tasks effectively
  • Begins to develop an understanding of the technical aspects of products and services. 
  • Must have thorough understanding of various equipment typically found in an office environment.  Must be able to complete assignments accurately and within the given deadlines. 
  • Must be able to plan accordingly when deadlines of current projects change. 
  • Ability to prioritize customer requests. 
  • Must be able to work independently with minimum supervision.
  • Ability to effectively resolve questions and problems by acting as a liaison with multiple parties.
  • Generally, works independently with very limited supervision, prioritizing tasks and creating daily work plans.
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Administrator II, Operations Support

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