Global Operations Agent - Lead 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 - Lead

Location: Lekki, Lagos
Employment: 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 Lead will manage and supervise 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

• Supervise the Global Ops customer-related complaints and tracking process involved in promptly resolving customer complaints.
• Monitoring SLA on Global Ops complaints and ensuring compliance with SLA for complaint resolution to always ensure customer satisfaction.
• Work closely with the Global Ops team; including, Settlement, Chargebacks, Reconciliation, Shared Services, and Retail Ops team on customer-related queries and issues.
•  Supervise the team’s strategy activities, which include carrying out a review of complaints received and proposing solutions to curb frequent complaints.
• Effectively communicate with appropriate authorities to resolve customer complaints and concerns.
• Prompt identification and escalation of customer complaints that could pose risk to the organization.
• Ensure prompt and effective customer, merchant, and partner engagements on all operations-related cases, as it concerns them.
• Ensure prompt escalation of Merchants’ complaints, received by the team, to the Global Ops
• team.
• Coordinate and supervise prompt weekly/monthly, quarterly, and yearly Global Ops Agent Contact Centre management reports.
•  Any other duty assigned by the Global Ops Leadership

Competency and Skill Requirements

• Bachelor's Degree
• Minimum of 4 years in a similar role within the Fintech or Banking Industry
• Excellent written and verbal communication.
• Knowledge of Payment Processing
• Detail-oriented, with excellent research, organizational, and problem-solving skills.
• Ability to manage multiple projects simultaneously.
• Excellent organizational, communication, presentation, and interpersonal skills.
• Technical proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong analytical and problem-solving skills.
• Interview and Interrogating skills.
• Good customer service skills including diffusing upset customers.
• Strong negotiation, influence, and persuasion skills.
• Ability to deliver, even in high-pressure, time-sensitive situations.

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.