Senior Analyst, Operations Support needed at Pagatech Limited – Apply Now

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Job title : Senior Analyst, Operations Support

Job Location : Lagos

Deadline : June 25, 2023

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  • 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


  • Initiative
  • Self- driven and hardworking
  • Organized
  • Multitask and manage competing priorities
  • Detail oriented
  • Good team player
  • Flexibility


  • 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 for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • Customer Service jobs
  • Senior Analyst, Operations Support jobs

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