Supervisor Konga Pay Support in Lagos, Nigeria

Industry
Retail / Wholesales
Specialization
Project Management
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Gender
Male or Female
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Job Description

Job Description               

The KongaPay Supervisor must foster an environment of continuous improvement while developing and inspiring his/her team to improve performance in a way that creates an excellent customer experience.

He/she will also be responsible for driving and implementing the tactical initiatives of the KongaPay support strategy; for ensuring quality service experience is delivered to the KongaPay customers across the two channels of support – Telephone $ Email based onagreed metrics.

Reporting Line  Director, Customer Experience

Duties & Responsibilities           

• Set-up of the KongaPay support helpdesk, team, processes and infrastructure.

• Should have a comprehensive understanding of the payment platform and cascade the information to all team members

• Should be able to escalate all customer and business affecting issues to the relevant departments.

• Should understand how best in class practices work and should be able to adapt to suit local environment.

• Performance Management – Writes and conducts performance evaluation, sets performance goals and objectives for the team to align with both departmental and business objectives.

• Recruits new staff and schedule existing staff to meet service level objectives.

• Excellent management skills for the purpose of resolving employee and customer complaints.

• Ability to apply new ways to develop the platform for better customer experience.

• Liaise with partner banks on escalated issues on behalf of customers.

• Facilitate scheduled campaigns to acquire new customers to the platform.

• Resolution of KongaPay customers complaints in order to drive retention.

Skills & Competencies    • Excellent level of written and communicating skills.

• Confidentiality with customer details.

• Leadership to effectively develop, motivate and inspire a high performing team.

• Excellent problem solving skills

• Knowledge of Microsoft Office

• Ability to think analytically to identify qualitative and quantitative trends and take necessary actions.

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