• Application Deadline:
• Position: Global Operations Agent - Lead


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• City Lekki


• Job Field ICT / Computer 
  

Principal Duties and Responsibilities

• Supervise the Global Ops customer-related complaints and tracking process involved in promptly resolving customer complaints.


• Monitoring SLA on Global Ops complaints and ensuring compliance with SLA for complaint resolution to always ensure customer satisfaction.


• Work closely with the Global Ops team; including, Settlement, Chargebacks, Reconciliation, Shared Services, and Retail Ops team on customer-related queries and issues.


•  Supervise the team’s strategy activities, which include carrying out a review of complaints received and proposing solutions to curb frequent complaints.


• Effectively communicate with appropriate authorities to resolve customer complaints and concerns.


• Prompt identification and escalation of customer complaints that could pose risk to the organization.


• Ensure prompt and effective customer, merchant, and partner engagements on all operations-related cases, as it concerns them.


•  Ensure prompt escalation of Merchants’ complaints, received by the team, to the Global Ops
  
  team.


• Coordinate and supervise prompt weekly/monthly, quarterly, and yearly Global Ops Agent Contact Centre management reports.


•  Any other duty assigned by the Global Ops Leadership

Competency and Skill Requirement

• Minimum of 4 years in a similar role within the Fintech or Banking Industry


• Bachelor's Degree


• Excellent written and verbal communication.


• Knowledge of Payment Processing


• Detail-oriented, with excellent research, organizational, and problem-solving skills.


• Ability to manage multiple projects simultaneously.


• Excellent organizational, communication, presentation, and interpersonal skills.


• Technical proficiency in Microsoft Word, Excel, and PowerPoint.


• Strong analytical and problem-solving skills.


• Interview and Interrogating skills.


• Good customer service skills including diffusing upset customers.


• Strong negotiation, influence, and persuasion skills.


• Ability to deliver, even in high-pressure, time-sensitive situations.