Team Lead, Customer Support at Fairmoney Microfinance Bank

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Company: Fairmoney Microfinance Bank
Location: Nigeria
State: Abuja Jobs
Job type: Full-Time
Job category: No Categories

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Title: Team Lead, Customer Support

Location: Abuja
Employment Type: Full Time

Roles and Responsibilities

Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
Supervise and coordinate the daily operations of the resolution team
Ensure proper scheduling to manage dropped call rates and other service levels
Produce timely reports of activities
Ensure staff in the team are adequately equipped with the requisite systems and applications
Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
Escalate any downtime or service failure promptly
Coach and train the agents on customer handling skills.

Requirements

A University degree.
A Master’s degree is an added advantage
Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
Good Communication
Customer Engagement and Relationship Management
Strong Leadership and Time Management skills
Emotional Intelligence (Self-Control).

Benefits