KongaPay Support Analyst
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Position: KongaPay Support Analyst
Responsible for managing customerâs 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.
Reporting Line Supervisor, KongaPay Support
Duties & Responsibilities
â¢ Provide accurate information to customers regarding enquiries on the KongaPay platform.â¢ Resolve or escalate issues that may occur when the platform is used for payment purposes.â¢ First contact resolutionâ¢ To give information on how to use the platform and the benefits of using the platform.â¢ To provide quality of service to customers â¢ Should be able to run campaigns on benefits using the platformâ¢ Should be able to manage angry and stressed customers.â¢ Must be able to pay attention to details in order to give accurate information.â¢ Liaise with partner banks on escalated issues on behalf of customers.â¢ Resolve all customer issues on the KongaPay platformâ¢ Articulate and escalate customer impacting issues that may arise from the platfromâ¢ Escalate all perceived fraudulent issuesâ¢ Prepare daily and weekly report.
Skills & Competencies â¢ High level of toleranceâ¢ Good listening skillsâ¢ Written communicationâ¢ Accurate Informationâ¢ Good Communication skillsâ¢ Good problem solving skillsâ¢ Knowledge of Microsoft Officeâ¢ Customer Serviceâ¢ Accurate documentation
Qualifications & Experience
â¢ Experience working as a Card Dispute Resolution Officer in a financial institution is strongly desired.â¢ University degree.â¢ Excellent written and communication skills.â¢ Experience in resolving issues and managing customers.â¢ Excellent written, verbal, analytical and communication skills.
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