Job Openings at Pagatech Limited

ABOUT THE ROLE

• Paga is seeking to hire an Operations Support Specialist. Are you a person who is passionate about customer experience and satisfaction?
• Do you like to ensure that your customers are always happy? Love interacting with people and providing everyone you come across with excellent service?
• Then join our team as an Operations Support Specialist!
• You will carry out second level investigation, resolve escalated complaints by the frontline team, and liaise with other internal support team and 3rd party merchant. Incident management and engineering support for platform related issues. Manage issues reported by internal staff and gives resolution feedback to both external and internal customers.

PRIMARY RESPONSIBILITIES

• Ensure prompt and efficient resolution of all logged customer complaints/queries received from the front-line teams in line with agreed service levels.
• Liaise with relevant departments/units to ensure timely and efficient resolution of escalated customer complaints/issues.
• Collate & analyse escalated customer complaints to establish customer behaviour/query trends.
• Escalate all unresolved issues to the line manager and ensure all issues raised are resolved
• Maintain an accurate and up-to-date log of all customer complaints
• Perform first-level analysis of customer query trends for the attention of the Team Lead,

Operations Support.

• Prompt management of walk in customer contact
• Provide resolution feedback to customer via phone or email to ensure closure
• Monitor tools and service uptime and performance daily
• Escalate tools and service downtime to engineering team
• Provide weekly service downtime report
• Escalate internal request including reporting tool and incident management for resolution
• Ensure all service request fulfilment and incident management are logged in the CRM
• Prepare/compile agreed periodic activity and performance reports for the attention of the

Team Lead, Operations Support.

• Perform any other duties as assigned by the Manager, Customer Care

KEY COMPETENCIES

• Initiative
• Self- driven and hardworking
• Organized
• Multitask and manage competing priorities
• Detail oriented
• Good team player
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS

• Communicates tactfully and effectively both verbally and in writing
• Must be a team player and able to work collaboratively with and through others.
• Good knowledge of Paga products, services and systems.
• Attention to detail and set high standards
• Demonstrated service excellence at a support level
• Bachelor’s degree with a minimum of a 2:1 in engineering or in a relevant discipline
• Must have completed the mandatory NYSC

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BOUT THE ROLE

• We are seeking a highly skilled and detail-oriented Treasury Manager with specialized expertise in Foreign Exchange (FX) management.
• The ideal candidate will be responsible for overseeing the company’s treasury activities, focusing on optimizing cash flow, managing currency risks, and ensuring efficient and effective foreign exchange operations.
• This role is pivotal in managing financial risks related to foreign currencies and providing strategic recommendations to improve the company’s liquidity and capital structure.

KEY RESPONSIBILITIES

• Develop and implement strategies to manage foreign exchange exposure and mitigate currency risks.
• Lead the design, execution, and monitoring of FX hedging strategies, ensuring alignment with the company’s financial goals.
• Oversee cash flow forecasting, ensuring that sufficient funds are available to meet ongoing operational and capital investment requirements.
• Manage and optimize liquidity across global operations to ensure efficient use of capital.
• Maintain strong relationships with banks and financial institutions to secure favorable FX rates and services.
• Oversee the company’s investment portfolio, ensuring optimal returns while managing risk.
• Ensure timely and accurate reporting of FX activities, treasury KPIs, and compliance with regulatory requirements.
• Monitor and execute cross-border payments and transfers, ensuring competitive pricing and efficient settlements.
• Collaborate with senior leadership to provide insights and recommendations on financial markets, FX risks, and treasury operations. 

KEY COMPETENCIES

• FX Expertise: In-depth understanding of FX markets, currency derivatives, hedging techniques, and risk management strategies.
• Technical Skills: Proficiency in financial modeling, treasury management systems (TMS), and Excel. Experience with FX trading platforms is highly desirable.
• Analytical Skills: Strong quantitative and analytical abilities to interpret financial data and trends.
• Communication: Excellent interpersonal and communication skills to work effectively with internal teams and external partners.
• Attention to Detail: High level of accuracy and attention to detail in managing treasury functions and reporting.
• Problem-Solving: Ability to assess complex financial situations and develop strategic solutions.
• Leadership: Strong leadership skills with the ability to mentor and manage a small treasury team.

KNOWLEDGE AND SKILL REQUIREMENTS

• Bachelor’s degree in finance, Economics, Accounting, or a related field. A master's degree or relevant certification (e.g., CFA, CTP) is a plus.
• Minimum of 3 years of experience in treasury management, with a strong focus on FX.
• Advanced computer software skills, including Excel, PowerPoint, and other accounting packages
• Must have completed the mandatory NYSC

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ABOUT THE ROLE

• The Customer Service Representative is responsible for answering incoming calls from various customers in a pleasant and professional manner. Understand different Paga products and services and effectively answer customers appropriately.
• The individual will be expected to fill out customer complaint forms and follow the complaint resolution process and assist all Paga customers.
• Also perform miscellaneous tasks as directed by the Customer Care Manager or Supervisor.

PRIMARY RESPONSIBILITIES

• Deal directly with customers via telephone, chat and face-to-face
• Monitor call tracking for responses/feedback from other units for call returns done in a timely fashion
• Document all calls with regards to clients enquiries accurately for reporting purpose
• Respond promptly to customers enquiries
• Handle and resolve customer complaints
• Direct requests and unsolved issues to designated resource
• Weekly Agent outlet visitations
• Maintain and hand-in weekly report of activities
• Contribute to team efforts by accomplishing related results as needed
• Follow-up on customer interactions within a 24-hour period
• Resolve customers’ complaints and enquiries regarding products and services.
• Other roles as assigned by the call centre supervisor.

KEY COMPETENCIES

• Strong communication skills – verbal and written
• Interpersonal skills
• Customer focused skills
• Listening skills
• Telephone skills
• Attention to detail and accuracy
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS

• 1-2 years’ work experience in a call centre and customer service environment
• Knowledge of customer service principles and practices
• Ability to recognize and manage assertive and irate customers
• Good product knowledge
• Strong customer interface
• Computer literate with ability to capture data accurately and timely
• University degree or HND equivalent
• Must have completed the mandatory NYSC