Job Title: Team Lead, Customer Support
Location: Abuja
Employment Type: Full Time
About FairMoney:
FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.
Roles 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.
How to Apply:
Interested and qualified candidates should click on ‘Apply now’ below.
Click here to download the Editable CV Template
Recruitment Process
- A screening call with the Senior Recruiter ~30 minutes
- Technical interview with the hiring manager ~30 minutes.
