About
Pagatech Limited (Paga) is one of Nigeria’s leading fintech companies, established in 2009 with the mission of providing universal access to financial services. Licensed by the Central Bank of Nigeria (CBN) as a Mobile Money Operator, Paga has evolved into a robust digital payments ecosystem offering financial solutions to individuals and businesses across Nigeria.
Recognized among Africa’s fastest-growing companies, Paga provides employees with an inclusive and collaborative work environment, excellent career development opportunities, comprehensive health insurance, annual leave benefits, and wellness initiatives.
Job Description
Pagatech Limited is seeking an experienced and customer-focused Operations Support Specialist to join its Customer Care team. The successful candidate will be responsible for investigating and resolving escalated customer complaints, managing incidents, monitoring service performance, and collaborating with internal teams to ensure excellent customer experience.
This role is ideal for professionals who are passionate about customer satisfaction, problem-solving, and operational excellence within the fintech industry.
Key Responsibilities
- Resolve escalated customer complaints and enquiries within agreed service timelines.
- Collaborate with relevant departments to ensure prompt resolution of customer issues.
- Analyse customer complaints and identify trends to improve service delivery.
- Escalate unresolved matters to the appropriate manager and ensure timely follow-up.
- Maintain accurate and up-to-date records of customer complaints and resolutions.
- Conduct first-level analysis of customer query trends and provide reports to management.
- Manage walk-in customer interactions and provide excellent support services.
- Communicate resolution updates to customers via phone and email.
- Monitor system tools and service performance daily.
- Escalate system downtimes and technical issues to the engineering team.
- Prepare weekly reports on service interruptions and system performance.
- Log all service requests and incident management activities within the CRM platform.
- Prepare periodic operational and performance reports.
- Perform additional duties as assigned by the Customer Care Manager.
Qualifications & Requirements
Educational Requirements
- Bachelor’s Degree with a minimum of Second Class Upper (2:1) in:
- Engineering
- Or any relevant discipline.
Additional Requirements
- Must have completed the mandatory National Youth Service Corps (NYSC) programme.
Skills and Competencies
- Strong initiative and self-motivation.
- Excellent organizational and time-management skills.
- Ability to multitask and manage competing priorities effectively.
- Strong team spirit and collaborative mindset.
- Flexibility and adaptability in a dynamic work environment.
- High attention to detail and accuracy.
- Excellent verbal and written communication skills.
- Strong customer service orientation and problem-solving abilities.
- Knowledge of Paga’s products, services, and systems is an added advantage.
- Demonstrated experience in providing exceptional customer support.
How to Apply
Interested applicants should apply by clicking the APPLY NOW button