Global Operations Agent - Associate at Flutterwave

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.

We are recruiting to fill the position below:

Job Title: Global Operations Agent - Associate

Location: Lekki, Lagos
Job type: Full-time
Department: Global Operations

The Role

• Support the effective & efficient management of customers by providing first-level operational support and ensuring adequate resolution of all operations-related issues received from across channels. 
• The Global Ops Agent will be responsible for all customer inquiries as it relates to the Global Ops team.
• The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.

Principal Duties and Responsibilities

• Act as the first point of contact for all operations-related customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints related to Global Operations, from existing and new customers, are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to inquiries from customers about Settlements, Chargebacks, Reconciliation, Shared Services, and Retail Ops.
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues, no matter what.
• Provide insights about customer feedback to the Global Ops team to allow for product and process improvements.
• Maintain clear and open two-way communication with the Global Operations team to allow for great service for customers.
• Ensure the Global Ops contact center is always functioning. Document, report, and escalate any interruption in service to the Global Ops team.
• Cross-sell other Flutterwave products and services to customers.
• Send out customer feedback surveys, analyze results, and share with the Global Ops team.
• Any other duty assigned by the Global Ops Leadership.

Competency and Skill Requirements

• Bachelor's Degree
• 2-3 years in a similar role within the Fintech or Banking Industry
• Excellent written and verbal communication.
• Aptitude, ability, and passion to solve customer queries.
• Strong negotiation, influence, and persuasion skills.
• Ability to deliver even in high-pressure, time-sensitive situations.
• Basic Knowledge of E-business operations.
• Ability to work in teams to deliver on set goals.
• Result-oriented – always focused on completing tasks on time, accurately, and efficiently.
• Excellent interpersonal skills.
• Integrity and honesty.
• Ability to work with minimal supervision.
• Willingness to switch roles within the team, per the needs of the business.

Other requirements:

• Must be willing to work on shifts (including nights, weekends & public holidays)
• Authorization to work in the country without sponsorship.

Application Closing Date
Not Specified.