workinafrica Supervisor Pay Support Konga
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Konga
Industry: Retail / Wholesales
Country: Nigeria
City: Lagos
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  • 1Applications
  • Posted: 20 March 2015

Konga.com is Nigeria’s largest online mall. We launched in July 2012 and our mission is to become the engine of commerce and trade in Africa.

Supervisor Pay Support

Description


The KongaPay Supervisor must foster an environment of continuous improvement while developing and inspiring his/her team to improve performance in a way that creates an excellent customer experience.
 
He/she will also be responsible for driving and implementing the tactical initiatives of the KongaPay support strategy; for ensuring quality service experience is delivered to the KongaPay customers across the two channels of support – Telephone $ Email based onagreed metrics.

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Requirements

University degree.
3years post NYSC.
Minimum of 1 year management or supervisory role experience
 

Responsabilities

Set-up of the KongaPay support helpdesk, team, processes and infrastructure. Should have a comprehensive understanding of the payment platform and cascade the information to all team members Should be able to escalate all customer and business affecting issues to the relevant departments. Should understand how best in class practices work and should be able to adapt to suit local environment. Performance Management – Writes and conducts performance evaluation, sets performance goals and objectives for the team to align with both departmental and business objectives. Recruits new staff and schedule existing staff to meet service level objectives. Excellent management skills for the purpose of resolving employee and customer complaints. Ability to apply new ways to develop the platform for better customer experience. Liaise with partner banks on escalated issues on behalf of customers. Facilitate scheduled campaigns to acquire new customers to the platform. Resolution of KongaPay customers complaints in order to drive retention.

Job Locations Availability

  • pin
    Nigeria - Lagos

Required Skills

  • Microsoft Office
  • Customer Service
  • Leadership