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 customer 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
- Initiative
- Self- driven and hardworking
- Organized
- Multitask and manage competing priorities
- Detail oriented
- Good team player
- Flexibility
KNOWLEDGE AND SKILL REQUIREMENTS
- Communicates tactfully and effectively both verbally and in writing
- Must be a team player and able to work collaboratively with and through others.
- Good knowledge of Paga products, services and systems.
- Attention to detail and set high standards
- Demonstrated service excellence at a support level
- Bachelor’s degree with a minimum of a 2:1 in engineering or in a relevant discipline
- Must have completed the mandatory NYSC
- Experience: Minimum of 5 years of relevant experience
How to Apply
Interested and qualified? Go to Pagatech Limited on paga.bamboohr.com to apply