Global Operations Agent - Lead at Flutterwave

Principal Duties and Responsibilities

• Supervise the Global Ops customer-related complaints and tracking process involved in promptly resolving customer complaints.
• Monitoring SLA on Global Ops complaints and ensuring compliance with SLA for complaint resolution to always ensure customer satisfaction.
• Work closely with the Global Ops team; including, Settlement, Chargebacks, Reconciliation, Shared Services, and Retail Ops team on customer-related queries and issues.
•  Supervise the team’s strategy activities, which include carrying out a review of complaints received and proposing solutions to curb frequent complaints.
• Effectively communicate with appropriate authorities to resolve customer complaints and concerns.
• Prompt identification and escalation of customer complaints that could pose risk to the organization.
• Ensure prompt and effective customer, merchant, and partner engagements on all operations-related cases, as it concerns them.
•  Ensure prompt escalation of Merchants’ complaints, received by the team, to the Global Ops
  team.
• Coordinate and supervise prompt weekly/monthly, quarterly, and yearly Global Ops Agent Contact Centre management reports.
•  Any other duty assigned by the Global Ops Leadership

Competency and Skill Requirement

• Minimum of 4 years in a similar role within the Fintech or Banking Industry
• Bachelor's Degree
• Excellent written and verbal communication.
• Knowledge of Payment Processing
• Detail-oriented, with excellent research, organizational, and problem-solving skills.
• Ability to manage multiple projects simultaneously.
• Excellent organizational, communication, presentation, and interpersonal skills.
• Technical proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong analytical and problem-solving skills.
• Interview and Interrogating skills.
• Good customer service skills including diffusing upset customers.
• Strong negotiation, influence, and persuasion skills.
• Ability to deliver, even in high-pressure, time-sensitive situations.