Job Vaacncies at Pagatech Limited

Career Level: Grade 5 & 6
Reports To: Manager, Customer Care

ABOUT THE ROLE

The Customer Service Team Lead is responsible for monitoring of personnel’s performance. The individual will supervise shift personnel in daily operations; participate in coaching, reviews and training assessments of shift personnel. He/she will work closely with management to achieve team and departmental goals. Assist in the implementation of policies and procedures. Provide feedback to Customer Care Manager or as determined and oversee other related duties as assigned by the Head, Customer Experience.

PRIMARY RESPONSIBILITIES

• Supervise and coordinate customer service team activities.
• Plan, prepare, and devise work schedules, based on budgets and workloads.
• Observe and evaluate customer service consultant performance.
• Assign and delegate duties to customer service consultants.
• Maintain customer database – customer admin portal
• Follow-up on customer interactions
• Work with HR to develop training plans for customer service consultants
• Communicate and work with other departments and management to resolve customer-related issues
• Resolve customers’ complaints and enquiries regarding services and procedures.
• Reviews team reports, records, and applications for accuracy.
• Work with management to improve staff working procedures and processes
• Prepare and maintain team budgets and operational reports.
• Other roles as assigned by management.

KEY COMPETENCIES

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Interpersonal skills
• Attention to details and accuracy
• Customer focused skills
• Problem analysis and problem solving skills
• Listening skills
• Judgement and decision-making ability
• Initiative
• Leadership skills
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS

• 4+ years’ work experience in a call centre and customer service environment
• Knowledge of customer service principles and practices
• Strong customer interface
• Strong knowledge of MS Office, including Word, Excel, PowerPoint
• Bachelor’s degree with a minimum of 2:1 or equivalent
• Must have completed the mandatory NYSC

go to method of application »

Sector: Financial Services

Reporting Line: General Manager, Platform as a Service

Experience: 3 years’ experience in B2B customer relationship with technical background

ABOUT THE ROLE

Reporting to the General Manager, Platform as a Service, the technical account manager will be primarily responsible for managing partners on the sales pipeline, acquiring new partners and optimizing relationships with existing partners. TAM will directly manage relationships with key partners, to grow the developer solution business and to ensure that clients’ needs are met.

RESPONSIBILITIES AND TASKS

Management of Developer Solution Sales Pipeline

• Increasing acquisition and activation by winning new business.
• Build strong customer relationships, especially with key customer stakeholders and sponsors.
• Providing technical support to customers before and after-activation.
• Training customers to use Paga developer solution products.
• Answering product-related queries in a timely manner.
• Providing reports to developers and stakeholders on product performance.
• Developing ideas and leading the team to pursue new business opportunities for the Company in Nigeria, Africa and beyond.
• Providing and communicating Developer solution product status updates to the team and stakeholders.
• Ensuring liaison with other departments as appropriate in relation to proposals, projects, legal, customer support, finance, marketing, or other issues.
• Ensuring that clients and partners have 24/7 access to Paga Technical Account Manager to address their requests or issues.

SKILLS & QUALIFICATIONS

Job-specific Skills and Requirements

• Strong people management, technical and sales skills
• Exceptional attention to detail
• Excellent written and oral communication/presentation skills
• Resourcefulness and self-motivation, with the ability to perform with minimal supervision
• Well-organized, with ability to prioritize and manage multiple projects simultaneously
• Experienced in development of business processes, models and plans, including basic financial analysis in Excel
• Exceptional market/customer awareness and networking skills – including proven track record of managing relationships with major operators in Nigeria
• Good commercial sense to be manage contractual and financial conditions in contracts and tenders
• Confidentiality and the highest ethical standards must be maintained in all activities
• Willingness/ability to travel within and outside Nigeria on business
• The TAM will be required to provide assistance to the Company in a wide range of areas, including duties not directly related to his/her area of experience or expertise, in which case proper instruction will be provided by the Company

Minimum Qualifications

• Bachelor’s degree computer science or engineering or related fields
• Knowledge of Product Engineering
• Minimum of 3 years’ experience in a Business Development or Sales function, including international experience or dealing with global clients
• Experience in technical support and sales
• Hands-on skill with API testing tools