• Application Deadline: Thu, 22 Dec 2022 00:00:00 GMT
• Position: Manager - Customer Support, Commercial


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 6 - 13 years


• Location Lagos


• Job Field Customer Care 
  

Description

• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same


• Comply with the set governance mechanisms, under supervision from the functional lead


• Evaluate the efficiency and effectiveness of Customer escalations management strategies and propose and offer suggestions for improvements


• Ensure queries and complaints on merchant, customer and agent setup on relevant portals are addressed under agreed SLAs


• Collaborate with CR and continuously improve relationship between the first line and the Back office


• Constantly checking the turnaround time for main agent, merchant and customer queries in collaboration with CR team


• Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders


• Input into Products and Services Testing, Support and Implementation


• Ensure support to MoMo distribution and GTM teams on all agents/merchant related complaints is provided 


• Prepare and timely share all relevant Fintech reports for internal and external stakeholders


• Other tasks and duties, as assigned

Educational Qualifications

• First Degree in any related discipline or its equivalent in area of specialization


• Relevant post graduate qualification is an advantage

Experience:

• 6 - 13 Years' experience including:


• Experience in back office operations & support is mandatory


• Experience in Fintech, banking or Mobile Money industries is preferred 


• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred