Operations Officer (Terminal Management) at Accelerex Network Limited

Job Objectives:   To carry out back-end agent support related activities aimed at achieving the business objectives of the organization.

Responsibilities:

•   Efficient support to agents/Partners/AROs/BDMs in the assigned region and across different channels (mail, WhatsApp etc.)
•   Acknowledge and treat within SLA, issues/requests from CX, AROs/BDMs and other stakeholders.
•   Efficient support of first level platform and product related issues (login issues, invalid credentials, pending deposits etc.)
•  Constantly observing transaction patterns and escalation of downtime to stakeholders.
•   Ensuring a database for POS terminals deployed with details of terminals is up to date.
•  Work with CX team, AROs/BDMs to ensure relevant agent information required to aid resolution within SLA is provided.
•  Sensitizing the team on new errors encountered and resolution applied.
•  Ensure CX team and other stakeholders are trained regularly on first level support.
•  Verification of agent KYC documents and authorization.
•  Profiling of agents on ANP 3.0
•  Regional monitoring and support to FSCs
•  Provide weekly/monthly activity report to the Team Lead, Operations.
•  Carry out other assignments needed to achieve the organizational goals.

 Requirements;

• Ability to work in a dynamic work environment
• Ability to function well in a team as well as work alone
• Knowledge of Operations in a Fintec is very important
• Analytical and problem solving skills
• Good interpersoanl skills