Company Info
Large organization
200 + Employees
Paga is a licenced financial services firm and Nigeria's top payments provider with a massive revolutionary mission: to make it simple for one billion people to access and utilise money. It was developed on the basic notion that the widespread availability of mobile phones can be used to create an ecosystem that allows individuals to send and receive money digitally, hence providing everyone with easy financial access.
Paga is a licenced financial services firm and Nigeria’s top payments provider with a massive revolutionary mission: to make it simple for one billion people to access and utilise money. It was developed on the basic notion that the widespread availability of mobile phones can be used to create an ecosystem that allows individuals to send and receive money digitally, hence providing everyone with easy financial access.
1). Customer Service Representative
Location: Lagos
Employment Type: Full-time
About The Role
- The Customer Service Representative is responsible for answering incoming calls from various customers in a pleasant and professional manner. Understand different Paga products and services and effectively answer customers appropriately.
- The individual will be expected to fill out customer complaint forms and follow the complaint resolution process and assist all Paga customers.
- Also perform miscellaneous tasks as directed by the Customer Care Manager or Supervisor.
Primary Responsibilities
- Deal directly with customers via telephone, chat and face-to-face
- Monitor call tracking for responses/feedback from other units for call returns done in a timely fashion
- Document all calls with regards to clients enquiries accurately for reporting purpose
- Respond promptly to customers enquiries
- Handle and resolve customer complaints
- Direct requests and unsolved issues to designated resource
- Weekly Agent outlet visitations
- Maintain and hand-in weekly report of activities
- Contribute to team efforts by accomplishing related results as needed
- Follow-up on customer interactions within a 24-hour period
- Resolve customers’ complaints and enquiries regarding products and services.
- Other roles as assigned by the call center supervisor.
Key Competencies:
- Strong communication skills – verbal and written
- Interpersonal skills
- Customer focused skills
- Listening skills
- Telephone skills
- Attention to detail and accuracy
- Flexibility
Knowledge and Skill Requirements:
- Bachelor’s Degree with a minimum of a 2:1 or equivalent
- Must have completed the mandatory NYSC.
- 1-2 years work experience in a call center and customer service environment
- Knowledge of customer service principles and practices
- Ability to recognize and manage assertive and irate customers
- Good product knowledge
- Strong customer interface
- Computer literate with ability to capture data accurately and timely.
Application Closing Date
Not Specified.
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2). Key Account Manager
Location: Lagos
Employment Type: Full-time
About the Role
- The Account Manager will be responsible for bringing onboard high net worth sellers, merchants, and FMCG businesses on Doroki and driving activities to deliver on set targets.
- The main goal is to acquire new small and medium scale Merchants / Sellers / Businesses and manage relationships with existing ones.
- To be successful you will need to be comfortable spending significant time in the field with merchants and businesses and working with them to exceed set targets.
- You must be someone with a strong ability to influence and work collaboratively across teams.
Primary Responsibilities
- Achieve commercial targets – the account manager has the ownership of achieving the overall commercial targets set for the territory of coverage. The targets include but are not limited to active merchant recruitment, Merchant retention and Revenue.
- Proactively acquire new FMCG merchants and deepen existing relationships, by building a healthy pipeline of prospects using approved sales CRM tools.
- Develop a solid and trusting relationship between major key FMCG clients and the company
- Regular virtual meetings with FMCG merchants or sales visits to demonstrate and present Doroki product offerings.
- Develop in-store visibility plans for Doroki in collaboration with FMCG merchants’ management; and follow up to achieve timely & effective implementation.
- Resolving key client issues and complaints
- Strategic planning to improve client results
- Negotiating contracts with the client and establishing a timeline of performance
- Expand relationships and bringing in new clients
- Manage merchants’ expectations, adhere to company policies, procedures & controls, and ensure compliance with rules & regulations
- Analyse & monitor FMCG merchant operations and channel trends to be able to make recommendations on business and service enhancements
- Work with support teams to ensure that FMCG businesses get adequate support and proper communication to drive satisfaction and usage
- Conduct regular spot checks on merchant activities and share feedback with the team
- Identify emerging markets and market shifts while being fully aware of new products and competition status
- Analyse data using available tools/dashboard
- Understand, utilise, and support the service architecture created for the support of Key Doroki merchants
- Give timely updates or gather market intelligence on Doroki service efficiency and effectiveness and channel issues and concerns to the appropriate unit
- Pilot new services initiatives for key Doroki merchants and provide feedback for enhancements
- Identifies service enhancements/service improvements, document them and discuss them with the line manager
- Conduct periodic surveys on merchants for service improvement
- Use trends to engage proactively, and support key merchant business by introducing new ways to optimize channels.
- Generates and reports daily/ weekly key merchant Performance to the line manager
- Work with the marketing team and line manager, to ensure proper branding support is delivered to key merchants on time
Key Competencies:
- Strong leadership
- Strong interpersonal/communication skills
- Takes initiative and ownership
- Company and Customer expertise
- Skilled negotiator
- Value-based selling
- Strong ability to motivate, influence and advice people
- Strong planning and organizational skills
- Attention to detail
- Ability to multi-task and manage competing priorities
- Good judgement and decision-making ability
- Excellent communication skills – verbal, non-verbal and written
- Strategic thinking skills
- Problem-solving skills
Qualifications, Knowledge and Skill Requirements
- Bachelor’s Degree from an accredited university or college
- Previous experience working in the FMCG or Service industry
- Must be able to work in a high-velocity, high-performance environment.
- Must be able to develop and communicate competitive landscape analysis
- Proficient in the use of sales CRM tools.
- At least 5 years relevant experience in B2B sales
- Strong analytical and problem-solving skills
- Provide outstanding customer service.
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should use the links below to apply: