Job Opening ID 68 Title Service Support Specialist Industry Operations Work Experience 5 Years City Lagos State / Province Lagos, Nigeria Zip / Postal Code 01234
Oversight and supervision of Helpdesk team, Backoffice Ops team, and Relationship Management Teams
Formulation of Unit policies and standard operating processes in line with company strategy and business goals.
Co-ordination of the Unit’s team effort to implement and adhere to defined standard operating processes.
Monitor the performance of the divisions and prepare adequate feedback
Liaise closely with management and communicate any issues that arise from day to day operations
Support other stakeholders regarding OpCo products and functions, including solution application setup, administration, and maintenance
Complete all assigned projects within agreed timeframes and within agreed budget targets
Tracks and communicates plan and progress updates. Resolves and escalates, as appropriate
Lead in drafting of procedures for Helpdesk, Backoffice Ops, and Relationship Management functions
Assist in software requirements definition, reporting, and monitoring features and functions
Communicate and coordinate customer and operational issues with product development software team
Identify regulatory compliance and legal issues and escalate for resolution as appropriate
Analyze and resolve escalated problems and identify recurring issues.
Managing Service Levels :
Ensure complete and accurate definition, documentation, and communication of level agreements (SLA & OLA) for all customers. internal and external
Ensure all defined level agreements are updated, duly signed, and stored for retrieval
Monitor adherence to turn around time on issue resolution based on Service Level Agreements.
Analyze data to identify areas for improvement in agreed service levels and facilitate proactive solutions
Develop, manage, measure, and report on agreed key service-level metrics, including but not limited to average response time, first-contact resolution rate, and customer satisfaction rate.
Quality Standards Management :
Define, integrate, monitor, and ensure compliance with Standards, Communication Standards (email, telephony, chat, face, documentation), Knowledge Standards, Process - Educate the team on the standards for customer interaction and customer service- phone calls and emails - Document internal standards, processes, procedures, quality reports, statistical reviews, and other quality assurance activities - Perform periodic quality review sessions to ensure compliance with defined standards.
Review standards and processes with the arm of streamlining service delivery and improving customer satisfaction
Quality Improvement : Proactively review processes / workflow to identify bottlenecks and make recommendation to improve efficiency
BSc in Computer Science, or any other related field.
At least 5 years related work experience in Fintech, software company, Banking, IT Infrastructure etc.
Candidate must have worked in capacity of Customer Service / Support Lead.
ITIL certification is an added advantage.
Candidate should have a good knowledge of software, Payment, IT Infrastructure, banking, and Cloud Computing.
Strong capabilities in customer service orientation, stakeholder management and product domain knowledge.
Candidate must be highly proficient in problem solving, analytical thinking, ambitious and have a great drive to succeed.
Candidate must have strong attention to detail, great communication skills and works well in a team.