Back Office Support Officer at Workforce Group

Purpose

• Our client seeks a dynamic and highly motivated professional to join the team as a Backoffice Support. The successful candidate will team up with the field Sales Force and Delivery agents to contribute to the improvement of the digital experience of trade partners in Nigeria.
• The role requires good digital skills or working knowledge of CRM Platforms, E-Order/E-Commerce back-end, Interactive Voice Response Services, Digital Communication tools and Data analytic tools for business reports.
• Customer & stakeholder management skills are also required, as a Digital BackOffice Executive you’ll get to communicate with many stakeholders.
• Communication skills are also required, as a Digital Back office agent you’ll get to communicate with many stakeholders.

Essential Duties / Responsibilities
You will therefore handle the following activities:

• Work with Territory Executives to register & approve new customer registrations.
• Monitor user segmentation KPIs and execute hyper-care plans on low-performance touchpoints.
• Train and onboard new Territory executives on digital tools.
• Support FSF in the successful implementation of the platforms in their respective territories.
• Support Territory executives & supervisors with data and reports.
• Act as first-level support on technical tickets.
• Territory Data management & backend administration: Manage & update backend configurations for digital platforms. Including daily maintenance checks to ensure front-end outputs are in line with commercial plans.
• Collaborate with IS hubs, Digital Hubs & Regional teams to deploy new tools or deploy updates/features on existing tools.
• Support in reviewing and creating digital processes and operation models for the Nigerian market.
• Support in training and Knowledge sharing with the Sales team on platform deployment and implementation.

The Ideal Candidate Must Have

• Proficiency with the use of CRM Platforms, Interactive Voice Response
• Working knowledge of Excel
• Others: Jira, Confluence, Q-Branch, Slack, E-Commerce Management, Backend & Ticketing management, Voice Services, Digital Trade Engagement, Website Management, CSS/HTML, Database management, SQL and SAAS, Logistics & delivery backend management
• Customer service/management
• Local Language Proficiency- Pidgin.