Customer Operations Specialist

2 weeks ago


New York, New York, United States Paga Full time
Job Overview

Position: Operations Support Specialist

Sector: Financial Services

Location: Lagos, Nigeria

Career Level: Grade 6 - 8

Reports To: Team Lead, Operations Support

Experience: Minimum of 5 years in a relevant field

About Paga

Paga is a licensed financial services provider and a leading payments company in Nigeria, dedicated to simplifying access to financial services for one billion people. Our mission is rooted in the belief that mobile technology can transform the way people send and receive money, creating a seamless financial ecosystem.

Role Summary

Paga is looking for an Operations Support Specialist who is dedicated to enhancing customer satisfaction. This role involves ensuring that customer interactions are positive and that their needs are met efficiently. The successful candidate will handle escalated issues, conduct investigations, and collaborate with internal teams and third-party merchants to resolve incidents.

Key Responsibilities
  • Ensure timely resolution of customer complaints and queries logged by front-line teams.
  • Collaborate with various departments to address escalated customer issues effectively.
  • Analyze customer complaints to identify trends and areas for improvement.
  • Escalate unresolved issues to management to ensure resolution.
  • Maintain accurate records of customer interactions and complaints.
  • Conduct preliminary analysis of customer query trends for reporting purposes.
  • Manage walk-in customer interactions promptly.
  • Provide feedback to customers regarding their queries via appropriate communication channels.
  • Monitor service performance and uptime on a daily basis.
  • Report any service downtimes to the engineering team.
  • Compile weekly reports on service performance.
  • Log all service requests and incidents in the CRM system.
  • Prepare periodic performance reports for management review.
  • Perform additional duties as assigned by the Customer Care Manager.
Essential Competencies
  • Proactive and self-motivated.
  • Highly organized with the ability to multitask.
  • Detail-oriented with a focus on quality.
  • Strong team player with adaptability.
Knowledge and Skills Required
  • Effective verbal and written communication skills.
  • Ability to work collaboratively with others.
  • Familiarity with Paga's products and services.
  • Strong attention to detail and high standards of service.
  • Relevant Bachelor's degree with a minimum of a 2:1.
  • Completion of mandatory national service.

Paga is an equal opportunity employer and values diversity in the workplace. We do not discriminate based on any characteristic protected by law.



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