Pagatech was founded in early 2009 with a vision to enable a cashless society and bank the unbanked in Africa. Our first product offering, Paga, is a direct to consumer mobile payments service. Paga is an innovative, open, secure, and interoperable mobile payments platform that allows any person who has a mobile phone to transact electronically - thus turning the mobile phone into an electronic wallet.
Responsible for supporting Paga Engine Clients, products and services at the frontline, proffer solution to their inquiries, give information and handle complaints regarding products and services, keep clients satisfaction at the core of every decision and behavior.
RESPONSIBILITIES AND TASKS
- Identify and resolve clients queries effectively and efficiently, whilst maintaining the acceptable service quality standard via all our engagement channels.
- Follow through on client queries ensuring prompt resolution and feedback.
- Use relevant tools to track cases and meet turn-around-times and other required metrics.
- Proactively solicit and avail information to facilitate 90% first call resolution.
- Respond to emails from clients professionally.
- Provide clients with product and service information where applicable.
- Resolves complaints by clarifying issues; investigate and proffer solution.
- Escalate unresolved issues where necessary to third level support.
- Perform any other duties as assigned by the Supervisor, Business Support.
SKILLS & QUALIFICATIONS
- First degree or its equivalent in a relevant discipline.
- 2 to 4 years relevant work experience.
- Proficiency in Ms Office - Excel, Word and PowerPoint and CSR tools.
- Communicates tactfully and effectively both verbally and in writing.
- Maintain effective work relationships with team members.
- Flexibility and adaptability to new instructions and/or dynamic organisational priorities.
- Experience in technical payment products
Method of Application
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