JOB DESCRIPTION: OPERATIONS SUPPORT SPECIALIST
Sector: Financial Services
Location: Lagos, Nigeria
Career Level: Grade 5
Reports To: Team Lead, Operations Support
Experience: Minimum of 5 years of relevant experience
ABOUT PAGA
Paga is a licensed financial services company and a leading payments company in Nigeria with a
massive transformative purpose - to make it simple for one billion people to access and use
money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in
building an ecosystem that enables people to digitally send and receive money and creating simple
financial access for everyone.
ABOUT THE ROLE
Paga is seeking to hire an Operations Support Specialist. Are you a person who is passionate about
customer experience and satisfaction? Do you like to ensure that your customers are always happy?
Love interacting with people and providing everyone you come across with excellent service? Then
join our team as an Operations Support Specialist!
You will carry out second level investigation, resolve escalated complaints by the frontline team,
and liaise with other internal support team and 3rd party merchant. Incident management and
engineering support for platform related issues. Manage issues reported by internal staff and gives
resolution feedback to both external and internal customers.
PRIMARY RESPONSIBILITIES
• Ensure prompt and efficient resolution of all logged customer complaints/queries received from
the front-line teams in line with agreed service levels.
• Liaise with relevant departments/units to ensure timely and efficient resolution of escalated
customer complaints/issues.
• Collate & analyse escalated customer complaints to establish customer behaviour/query trends.
• Escalate all unresolved issues to the line manager and ensure all issues raised are resolved
• Maintain an accurate and up-to-date log of all customer complaints
• Perform first-level analysis of customer query trends for the attention of the Team Lead,
Operations Support.
• Prompt management of walk in customer contact
• Provide resolution feedback to customer via phone or email to ensure closure
• Monitor tools and service uptime and performance daily
• Escalate tools and service downtime to engineering team
• Provide weekly service downtime report
• Escalate internal request including reporting tool and incident management for resolution
• Ensure all service request fulfilment and incident management are logged in the CRM
• Prepare/compile agreed periodic activity and performance reports for the attention of the
Team Lead, Operations Support.
• Perform any other duties as assigned by the Manager, Customer Care
KEY COMPETENCIES
• Initiative
• Self- driven and hardworking
• Organized
• Multitask and manage competing priorities
• Detail oriented
• Good team player
• Flexibility
KNOWLEDGE AND SKILL REQUIREMENTS
â Communicates tactfully and effectively both verbally and in writing
â Must be a team player and able to work collaboratively with and through others.
â Good knowledge of Paga products, services and systems.
â Attention to detail and set high standards
â Demonstrated service excellence at a support level
â Bachelor’s degree with a minimum of a 2:1 in engineering or in a relevant discipline
â Must have completed the mandatory NYSC
We are an equal opportunity employer and value diversity inclusion. We do not discriminate on
grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status,
or sexual orientation in our employment practices
What We Do
Send, Pay, and Bank with Paga. Paga Group is a payments and financial services ecosystem for Africa. We focus on helping consumers and sellers pay, get paid, and access financial services. We also offer our platform as a service to third-party partners.
