Jobs at Paga

Responsible for coordinating, supervising and providing floor support for the onboarding team. Ensure immediate operational needs of frontline representatives are properly addressed; ensure all representatives adhere to the established work schedule and key performance indicators.  

ROLES AND RESPONSIBILITIES

• Act as a first level escalation point for issues beyond CSRs’ sphere of control
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Promptly escalate issues that affect effective and efficient customer service
• Prepare/compile agreed periodic activity and performance reports
• Ensure the timely and accurate communication and dissemination of relevant information to the team.
• Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations 
• Daily monitoring of individual’s and team key performance indicators.
• Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
• Assist with coaching / training of the Contact Centre Representatives to ensure that they achieve or exceed CX expectations.
• Collate feedback as regards processes and policies that alienate customer and share with the line manager
• Perform any other duties as assigned by the Manager, Customer Care.

EDUCATION AND EXPERIENCE

• First degree or its equivalent in a relevant discipline.
• Three (3) to Five (5) years relevant work experience.
• Proficiency in Ms Office - Excel, Word and PowerPoint
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with all team members
• Ability to manage and motivate staff within a team environment
• Good decision making and problem-solving skills
• Attention to detail, initiative and set high standards
• Demonstrated service excellence at a supervisory level
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.     

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• The Sales Manager will be responsible for leading and managing Doroki merchant acquisition and telesales effort. The successful candidate will also cultivate, expand, and facilitate the day-to-day merchant’s engagement with focus on delivering sustainable growth and achieving the company’s revenue objectives.
• To be successful on this role, you will need to be comfortable spending significant time in the field meeting the merchants and working with them to exceed set targets. You must be someone with a strong ability to influence and work collaboratively across teams.
• The ideal candidate must have a clearly demonstrated track record in key merchant recruitment and management and should have produced meaningful sales revenues within similar industry. The candidate must also have demonstrated skills in driving volumes, relationship building, monitoring, and evaluating results to devise strategies. The candidate must also have demonstrated an ability to motivate a team, provide mentorship, and understand how to grow sales employees.  You will also need to be someone who cares about others, relatable, trustworthy, takes initiative, calm under pressure, and have great communication skills – verbal, non-verbal, and written.

PRIMARY RESPONSIBILITES

• Achieve overall commercial targets set for Doroki team; by managing and overseeing that the targets are line with the objectives, numbers, and general goals
• Develop key growth sales strategies, tactics, and action plans for the team
• Expand relationships with existing top merchants by connecting with key stakeholders and proposing insights that deepen trust and provide opportunity to grow
• Work closely with internal departments to co-create new operational advantage and solve challenges that may impact or affect merchants
• Communicate important company updates to the team and ensure that the information is understood.
• Plan and direct the day-to-day activities of the team towards the achievement of set target and ensure the efficient utilization of resources
• Mentor & Coach sales executives on practical strategies and methods for closing sales and managing partners/key accounts
• Work with relevant internal teams to ensure that merchants get adequate support and proper communication to drive satisfaction and usage
• Develops and implements initiatives that ensure services are running as they should, and uptime is supporting transaction growth
• Manage the analysis & monitoring of merchant channel trends to be able to make recommendation on business and service enhancements
• Regularly meets with merchants, to review service operations performance and document all feedback
• Use trends to engage proactively, support merchant business by introducing new ways to optimize channel
• Engage the product team where required to provided user experience and required enhancement for product usage improvement
• Manage team to ensure they are skilled, equipped and are motivated to provided daily operational support to merchants and the support team.
• Identify emerging markets and market shifts while being fully aware of new products and competition status
• Manage merchants’ expectations, adhere to company policies, procedures & controls, and ensure compliance with rules & regulations
• Understand, utilize, and support the service architecture created for the support of Key Doroki merchants
• Analyse & monitor key merchant collections and channel trends to be able to make recommendations on business and service enhancements

KEY COMPETENCIES

• Strong leadership
• Strong interpersonal/communication skills
• Takes initiative and ownership
• Company and Customer expertise
• Skilled negotiator
• Value based selling
• Strong ability to motivate, influence and advice people
• Strong planning and organizational skills
• Attention to detail
• Ability to multi-task and manage competing priorities
• Good judgement and decision-making ability
• Excellent communication skills – verbal, non-verbal and written
• Strategic thinking skills
• Problem solving skills

KNOWLEDGE AND SKILL REQUIREMENTS

• Bachelor’s degree from an accredited university or college
• Must be able to work in a high-velocity, high performance environment.
• Must be able to develop and communicate competitive landscape analysis
• Proficient in the use of sales CRM tools.
• At least 5 years’ relevant experience in sales
• Strong analytical and problem-solving skills
• Provide outstanding customer service