Global Operations Agent - Associate at Flutterwave

Principal Duties and Responsibilities

• Act as the first point of contact for all operations-related customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints related to Global Operations, from existing and new customers, are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to inquiries from customers about Settlements, Chargebacks, Reconciliation, Shared Services, and Retail Ops.
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues, no matter what.
• Provide insights about customer feedback to the Global Ops team to allow for product and process improvements.
• Maintain clear and open two-way communication with the Global Operations team to allow for great service for customers.
• Ensure the Global Ops contact center is always functioning. Document, report, and escalate any interruption in service to the Global Ops team.
• Cross-sell other Flutterwave products and services to customers.
• Send out customer feedback surveys, analyze results, and share with the Global Ops team.
• Any other duty assigned by the Global Ops Leadership

Competency and Skill Requirement

• 2-3 years in a similar role within the Fintech or Banking Industry
• Bachelor's Degree
• Excellent written and verbal communication.
• Aptitude, ability, and passion to solve customer queries.
• Strong negotiation, influence, and persuasion skills.
• Ability to deliver even in high-pressure, time-sensitive situations.
• Basic Knowledge of E-business operations.
• Ability to work in teams to deliver on set goals.
• Result-oriented – always focused on completing tasks on time, accurately, and efficiently.
• Excellent interpersonal skills.
• Integrity and honesty.
• Ability to work with minimal supervision.
• Willingness to switch roles within the team, per the needs of the business