Job Opening ID 68 Title Service Support Specialist Industry Operations Work Experience 5 Years City Lagos State / Province Lagos, Nigeria Zip / Postal Code 01234
AppZone is Africa’s leading provider of home-grown financial technology solutions. We expand the scope and competitiveness of financial institutions by delivering disruptive innovation on agile technology using best practices.
We recognize that our super-talented and highly motivated people are at the core of our unprecedented success so far. As such,we hire people with exceptional talentsandabilities,then create an environment where you can become the best version of yourself and thrive both professionally and personally.
Your contributions have the potential to impact millions of people across Africa as we work together to provide technology that empowers people with unlimited access to financial services.
In this role, As the Service Support Manager, some responsibilities include : · 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.
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.
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.