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Job Title: KongaPay Support Analyst

Location 
Lagos

Job Field
Finance, Accounting, Audit

Job Description   
Responsible for managing customer’s interaction based on issues or enquiries relating to the KongaPay platform. They attend to customer enquiries and complaints via telephone contacts & emails and ensures that issues escalated are resolved within agreed timelines and with best practices with regards to quality. They ensure that customers experience is managed efficiently while resolving their issues to ensure customers satisfaction and retention.

Duties & Responsibilities   
Provide accurate information to customers regarding enquiries on the KongaPay platform.
Resolve or escalate issues that may occur when the platform is used for payment purposes.
First contact resolution
To give information on how to use the platform and the benefits of using the platform.
To provide quality of service to customers
Should be able to run campaigns on benefits using the platform
Should be able to manage angry and stressed customers
Must be able to pay attention to details in order to give accurate information
Liaise with partner banks on escalated issues on behalf of customers.
Resolve all customer issues on the KongaPay platform
Articulate and escalate customer impacting issues that may arise from the platfrom
Escalate all perceived fraudulent issues
Prepare daily and weekly report.
Skills & Competencies
High level of tolerance
Good listening skills
Written communication
Accurate Information
Good Communication skills
Good problem solving skills
Knowledge of Microsoft Office
Customer Service
Accurate documentation

Qualifications & Experience   
Experience working as a Card Dispute Resolution Officer in a financial institution is strongly desired.
University degree
Excellent written and communication skills
Experience in resolving issues and managing customers
Excellent written, verbal, analytical and communication skills.

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