Job Title: Global Operations Agent – Lead
Location: Lekki, Lagos
Employment: Type Full-Time
Department: Global Operations
The Role
- Support the effective & efficient management of customers by providing first-level operational support and ensuring adequate resolution of all operations-related issues received from across channels.
- The Global Ops Agent Lead will manage and supervise all customer inquiries as it relates to the Global Ops team. The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.
Principal Duties and Responsibilities
- Supervise the Global Ops customer-related complaints and tracking process involved in promptly resolving customer complaints.
- Monitoring SLA on Global Ops complaints and ensuring compliance with SLA for complaint resolution to always ensure customer satisfaction.
- Work closely with the Global Ops team; including, Settlement, Chargebacks, Reconciliation, Shared Services, and Retail Ops team on customer-related queries and issues.
- Supervise the team’s strategy activities, which include carrying out a review of complaints received and proposing solutions to curb frequent complaints.
- Effectively communicate with appropriate authorities to resolve customer complaints and concerns.
- Prompt identification and escalation of customer complaints that could pose risk to the organization.
- Ensure prompt and effective customer, merchant, and partner engagements on all operations-related cases, as it concerns them.
- Ensure prompt escalation of Merchants’ complaints, received by the team, to the Global Ops
- team.
- Coordinate and supervise prompt weekly/monthly, quarterly, and yearly Global Ops Agent Contact Centre management reports.
- Any other duty assigned by the Global Ops Leadership
Competency and Skill Requirements
- Bachelor’s Degree
- Minimum of 4 years in a similar role within the Fintech or Banking Industry
- Excellent written and verbal communication.
- Knowledge of Payment Processing
- Detail-oriented, with excellent research, organizational, and problem-solving skills.
- Ability to manage multiple projects simultaneously.
- Excellent organizational, communication, presentation, and interpersonal skills.
- Technical proficiency in Microsoft Word, Excel, and PowerPoint.
- Strong analytical and problem-solving skills.
- Interview and Interrogating skills.
- Good customer service skills including diffusing upset customers.
- Strong negotiation, influence, and persuasion skills.
- Ability to deliver, even in high-pressure, time-sensitive situations.
Other Requirements:
- Must be willing to work on shifts (including nights, weekends & public holidays)
- Authorization to work in the country without sponsorship
Application Closing Date
Not Specified.
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Job Features
Job Category | Administration/ Office/ Operations |