• Application Deadline: Sun, 30 Apr 2023 00:00:00 GMT
• Position: Operations Officer (Support)


• Job Type Full Time


• Qualification OND


• Experience 1 - 2 years


• Location Lagos


• Job Field Administration / Secretarial 
  

Job Objectives:   To carry out back-end agent support related activities aimed at achieving the business objectives of the organization.

Responsibilities:

•  Efficient support to agents/Partners/AROs/BDMs in the assigned region and across different channels (mail, WhatsApp etc.)


•   Acknowledge and treat within SLA, issues/requests from CX, AROs/BDMs and other stakeholders.


•   Efficient support of first level platform and product related issues (login issues, invalid credentials, pending deposits etc.)


•   Constantly observing transaction patterns and escalation of downtime to stakeholders.


•   Ensuring a database for POS terminals deployed with details of terminals is up to date.


• Work with CX team, AROs/BDMs to ensure relevant agent information required to aid resolution within SLA is provided.


•   Sensitizing the team on new errors encountered and resolution applied.


•   Ensure CX team and other stakeholders are trained regularly on first level support.


•  Verification of agent KYC documents and authorization.


•   Profiling of agents on ANP 3.0


•   Regional monitoring and support to FSCs


•   Provide weekly/monthly activity report to the Team Lead, Operations.


•  Carry out other assignments needed to achieve the organizational goals.

Requirements:

• Ability to work in a dynamic work environment


• Ability to work in a team a well as work independently


• Must be a self starter


• Ability to think fast and solve problems