1. Job Purpose

The purpose of a Partner Support Agent in a microfinance company is to provide timely and professional support to Key Account Managers (KAMs) and retail partners through multiple communication channels, ensuring effective issue resolution, operational efficiency, and a positive partner experience while supporting business growth and service delivery.

2. Key Duties and Responsibilities

The successful candidate will be responsible for:

• Handle partner inquiries and support requests through calls, emails, and chats.
• Provide timely assistance to Key Account Managers (KAMs) and retail partners regarding products, processes, and operational procedures.
• Investigate, resolve, and follow up on partner issues while ensuring satisfactory resolution.
• Escalate complex cases to the relevant departments and monitor progress until closure.
• Maintain accurate records of partner interactions and activities in company systems.
• Support onboarding and education of partners on company products, services, and processes.
• Collaborate with internal teams to improve service delivery and partner satisfaction.
• Ensure compliance with company policies, procedures, and data confidentiality requirements.

3. Minimum Requirements

• Diploma or bachelor’s degree in business administration, Customer Service, Communications, Marketing, or a related field.
• Willingness and ability to work flexible schedules, including weekends, public holidays, and rotational shifts as required by business operations.
• At least one (1) year of experience in customer support, partner support, call center operations, or a related role.
• Strong communication and interpersonal skills with proficiency in English.
• Proficiency in CRM tools and Microsoft Office applications.
• Ability to work independently, manage multiple tasks, and solve problems effectively.

• Handle partner inquiries and support requests through calls, emails, and chats.
• Provide timely assistance to Key Account Managers (KAMs) and retail partners regarding products, processes, and operational procedures.
• Investigate, resolve, and follow up on partner issues while ensuring satisfactory resolution.
• Escalate complex cases to the relevant departments and monitor progress until closure.
• Maintain accurate records of partner interactions and activities in company systems.
• Support onboarding and education of partners on company products, services, and processes.
• Collaborate with internal teams to improve service delivery and partner satisfaction.
• Ensure compliance with company policies, procedures, and data confidentiality requirements.

• Strong communication and interpersonal skills with proficiency in English.
• Proficiency in CRM tools and Microsoft Office applications.
• Ability to work independently, manage multiple tasks, and solve problems effectively.

• Diploma or bachelor’s degree in business administration, Customer Service, Communications, Marketing, or a related field.
• Willingness and ability to work flexible schedules, including weekends, public holidays, and rotational shifts as required by business operations.
• At least one (1) year of experience in customer support, partner support, call center operations, or a related role.