JOB DESCRIPTION
Responsibilities
- Cross-Departmental Coordination: Act as a primary point of contact between the sales team (State Coordinators and Regional Managers) and all issues resolution teams (Channels, Sales, KYC, Chargeback, Recovery, and Fraud) to resolve issues and ensure all updates and follow-ups are communicated effectively.
- Monitor and Track Issues: Regularly monitor incoming issues from Zendesk and ensure that each ticket is being actively worked on by the Issue Resolution Team.
- Follow-Up on Open Tickets: Proactively follow up on all open tickets to ensure that they are resolved within the specified time frames.
- Report Progress: Provide regular updates to the customers and stakeholders on the status of issues, highlighting any bottlenecks or delays.
- Escalate Unresolved Issues: Identify issues that are not progressing as expected and escalate them to higher management for further action.
- Risk Mitigation: Implement follow-up procedures that reduce the risk of errors, non-compliance, and customer dissatisfaction.
- Feedback Collection: Gather customer feedback to identify areas for improvement in service delivery.
- Record Maintenance: Ensure that all records of follow-up activities and transaction reviews are maintained and easily accessible for future reference.
- Process Optimization: Identify and suggest improvements to follow-up processes to enhance efficiency, reduce errors, and improve customer satisfaction
Qualifications
- Bachelor’s degree in any related field
- 1-2 years of customer-facing experience at a financial institution or a high-growth software development company.
- Have a good understanding of card disputes ( Banking experience or other related fields)
- Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
- Ability to think analytically to solve customer problems
- Customer Empathy
- Listening and communication skills
- Service-oriented mindset
- Ability to grasp basic technical concepts.
Salary
Competitive
Monthly based
Location
Kurmin Musa, Kaduna State, Nigeria
Job Overview
Location
Kurmin Musa, Kaduna State, Nigeria
