Operations Support Specialist

Job Description

Job Description

Salary:

JOB DESCRIPTION: OPERATIONS SUPPORT SPECIALIST

Company:Pagatech Limited (Paga or the Company)

Sector: Financial Services

Position:Operations Support Specialist

Reporting Line:Team Lead, Operations Support

Location:Lagos, Nigeria

Experience:5 years relevant experience in a structured environment

ABOUT PAGA

Paga is on a mission to enable one billion Africans and millions of SMEs to pay, preserve hard-earnedincome, participate in global trade, and purchase goods and services at home and abroad. We have built amulticurrency, cloud-based payments and financial services engine that leverages multiple business servicesbuilt on the same best-in-class infrastructure to serve the ecosystem through three businesses - Paga Engine(Enterprise B2B ; Paga (Consumer - and Doroki (SME Retail - Paga has three licenses with the Central Bank of Nigeria mobile money, internationalremittance, and a microfinance bank.

Paga is headquartered out of the United Kingdom and has operatingentities in Nigeria, United States, and Ethiopia. Founded in 2009, Paga now serves millions of users andbusinesses across Africa and beyond.

ABOUT THE ROLE

Paga is seeking to hire an Operations Support Specialist. Are you a person who is passionate about customer experience and satisfaction? Do you like to ensure that your customers are always happy? Love interacting with people and providing everyone you come across with excellent service? Then join our team as an Operations Support Specialist!

You will carry out second level investigation, resolve escalated complaints by the frontline team, and liaise with other internal support team and 3rd party merchant. Incident management and engineering support for platform related issues. Manage issues reported by internal staff and gives resolution feedback to both external and internal customers.

PRIMARY RESPONSIBILITIES

• Ensure prompt and efficient resolution of all logged customer complaints/queries received from the front-line teams in line with agreed service levels.
• Liaise with relevant departments/units to ensure timely and efficient resolution of escalated customer complaints/issues.
• Collate & analyse escalated customer complaints to establish customer behaviour/query trends.
• Escalate all unresolved issues to the line manager and ensure all issues raised are resolved
• Maintain an accurate and up-to-date log of all customer complaints
• Perform first-level analysis of customer query trends for the attention of the Team Lead, Operations Support.
• Prompt management of walk-in customer contact
• Provide resolution feedback to customers via phone or email to ensure closure
• Monitor tools and service uptime and performance daily
• Escalate tools and service downtime to engineering team
• Provide weekly service downtime report
• Escalate internal request including reporting tool and incident management for resolution
• Ensure all service request fulfilment and incident management are logged in the CRM
• Prepare/compile agreed periodic activity and performance reports for the attention of the Team Lead, Operations Support.
• Perform any other duties as assigned by the Manager, Customer Care

KEY COMPETENCIES

• Show strong initiative, demonstrating a self-driven approach to tasks
• Highly organized, with the ability to structure work effectively
• Strong team spirit and willingness to collaborate.
• Ability to multitask and manage competing priorities without compromising quality
• Flexible and adaptable, adjusting to changing demands and priorities
• Attention to detail, ensuring accuracy and thoroughness in execution

KNOWLEDGE AND SKILL REQUIREMENTS

• Communicates tactfully and effectively both verbally and in writing
• Good knowledge of Paga products, services and systems.
• Demonstrated service excellence at a support level
• Bachelors degree with a minimum of a 2:1 in engineering or in a relevant discipline
• Must have completed the mandatory NYSC

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We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices.