Team Lead, Customer Support Job at FairMoney

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Position: Team Lead, Customer Support
Job Location: Abuja
Employment Type: Full Time

Roles and Responsibilities

• Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
• Supervise and coordinate the daily operations of the resolution team
• Ensure proper scheduling to manage dropped call rates and other service levels
• Produce timely reports of activities
• Ensure staff in the team are adequately equipped with the requisite systems and applications
• Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
• Escalate any downtime or service failure promptly
• Coach and train the agents on customer handling skills.

Requirements

• A University degree. 
• Experience: A minimum of 3 years of experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
• A Master’s degree is an added advantage
• Good Communication
• Customer Engagement and Relationship Management
• Strong Leadership and Time Management skills
• Emotional Intelligence (Self-Control).

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development
• Performance Bonus.

Recruitment Process

• A screening call with the Senior Recruiter ~30 minutes
• Technical interview with the hiring manager ~30 minutes.