Team Lead – Customer Support at FairMoney

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