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