Business Support Analyst

KEY ACCOUNT MANAGER (“PaaS KAM”) JOB DESCRIPTION

Company: Pagatech Limited (“Paga” or the “Company”)

Sector: Financial Services

Position: Business Support Analyst

Location: Lagos, Nigeria

Experience: 4 years’ (min) experience in a Customer Support or Business Development or Client Relationship management function

ABOUT PAGA

Paga is on a mission to enable one billion Africans and millions of SMEs to pay, preserve hard-earned income, participate in global trade, and purchase goods and services at home and abroad. We have built a multicurrency, cloud-based payments and financial services engine that leverages multiple business services built on the same best-in-class infrastructure to serve the ecosystem through three businesses - Paga Engine (Enterprise B2B - www.pagaengine.com); Paga (Consumer - www.Paga.com); and Doroki (SME Retail - www.doroki.com).

Paga has three licenses with the Central Bank of Nigeria – mobile money, international remittance, and a microfinance bank. Paga is headquartered out of the United Kingdom and has operating entities in Nigeria, United States, and Ethiopia. Founded in 2009, Paga now serves millions of users and businesses across Africa and beyond.

ABOUT THE ROLE

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 

Click on this link https://paga.bamboohr.com/jobs/ to apply for this job.

We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices.