Job Description
Job Title: Customer Care Officer
Company: Tawakal Express
Number of Positions: 1
Workplace Type: Office-based
Job Location: Garoowe, Puntland, Somalia
Employment Type: Full-time
Working Shift: Night Shift
Reporting To: Customer Care Manager
Department: Operation Department
Job Summary
Tawakal Express is looking for a skilled, dedicated, and customer-focused Customer Care Officer to support its money remittance operations. The successful candidate will be responsible for delivering high-quality customer service to both customers and agents by handling inquiries, resolving transaction-related issues, and ensuring smooth service delivery during night shift operations.
Key Responsibilities and Deliverables
The Customer Care Officer shall be responsible for, but not limited to, the following duties, with specific focus on money remittance operations:
• Respond to customer, agent, and partner inquiries related to remittance transactions, products, and services.
• Resolve transaction issues such as delays, pending, failed, or cancelled transfers.
• Record and track customer inquiries and complaints using the ticketing system.
• Coordinate closely with Agents, Operations, IT, Compliance, and partner teams to resolve transaction and system issues.
• Escalate suspicious or non-compliant transactions in line with AML/CFT policies.
• Guide customers and agents on system usage, services, limits, and processing timelines.
• Monitor transactions and follow up on unresolved cases until closure.
• Handle processing failed transaction, cancellations, reversals, and refunds according to company policies.
• Support agents and branches during night-shift operations.
• Protect customer data and maintain confidentiality at all times.
• Identify recurring issues and suggest service or system improvements.
• Ensure compliance with Tawakal Express policies and regulatory requirements.
Qualifications & Experience
• Bachelor’s degree in business administration, Management, Economics, or a related field.
• Minimum of 1–2 years of experience in customer service, preferably in money remittance, banking, or financial services..
• Experience using customer service systems, ticketing tools, or CRM platforms is an added advantage.
• Good knowledge of money remittance and financial services operations.
Skills & Competencies
• Strong verbal and written communication skills.
• Excellent command of English and Somali, both spoken and written.
• Strong problem-solving and conflict resolution skills.
• High level of accuracy with strong attention to detail.
• Ability to work under pressure and manage multiple inquiries simultaneously.
• Customer-focused mindset with a professional attitude.
• Good computer skills and ability to quickly learn new systems.
• Ability to work independently during night shifts.
• Team player with strong coordination and reporting abilities.
Performance Expectations
• Timely and effective resolution of customer and agent inquiries.
• High customer satisfaction and positive feedback.
• Accurate and complete documentation of all inquiries and complaints.
• Compliance with customer service standards, procedures, and regulatory requirements.
• Effective coordination with internal teams to resolve operational issues.
