Team Lead – Customer Support at FairMoney

Abuja

Company Info

Large organization

200 + Employees

FairMoney

Banking

FairMoney is constructing the top mobile bank for developing markets. The program is presently being expanded to Western Africa and South-East Asia as we provide other financial services (current account, savings, debit card). We began with a digital microcredit application for Android.

Title: Team Lead – Customer Support

Location: Abuja (FCT)

Job type: Full time

Department: Operations

Role and Responsibilities

  • Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
  • Supervise and coordinate the daily operations of the resolution team
  • Ensure proper scheduling to manage dropped call rates and other service levels
  • Produce timely reports of activities
  • Ensure staff in the team are adequately equipped with the requisite systems and applications
  • Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
  • Escalate any downtime or service failure promptly
  • Coach and train the agents on customer handling skills

Requirements

  • A University Degree. A Master’s degree is an added advantage
  • Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
  • Good Communication
  • Customer Engagement and Relationship Management
  • Strong Leadership and Time Management skills
  • Emotional Intelligence (Self-Control).

Benefits

  • Private Health Insurance
  • Pension Plan
  • Training & Development
  • Performance Bonus.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online

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