Support Analyst in Lagos, Nigeria

Online Media
Sales/Business Development
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

Provide accurate information to customers regarding enquiries on the KongaPay platform.

• Resolve or escalate issues that may occur when the platform is used for payment purposes.

• First contact resolution

• To give information on how to use the platform and the benefits of using the platform.

• To provide quality of service to customers

• Should be able to run campaigns on benefits using the platform

• Should be able to manage angry and stressed customers.

• Must be able to pay attention to details in order to give accurate information.

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

• Resolve all customer issues on the KongaPay platform

• Articulate and escalate customer impacting issues that may arise from the platfrom

• Escalate all perceived fraudulent issues

• Prepare daily and weekly report.



High level of tolerance

• Good listening skills

• Written communication

• Accurate Information

• Good Communication skills

• Good problem solving skills

• Knowledge of Microsoft Office

• Customer Service

• Accurate documentation


Qualifications & Experience      


• Experience working as a Card Dispute Resolution Officer in a financial institution is strongly desired.

• University degree.

• Excellent written and communication skills.

• Experience in resolving issues and managing customers.

• Excellent written, verbal, analytical and communication skills.


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