Responsibilities

On-board agents
Offer ANL products and services.
Resolve first level issues.
Escalate other issues to operation unit.
Daily Remittance of commission.
Daily report sharing.

Requirements

Minimum of SSCE.
At least 3 months experience in POS business.
Empathy, and a genuine desire to solve ourcustomer’s problems.
Strong analytical and problem-solving skills.

Job Purpose

The CS Team member role is to provide 1st level support to its customers by resolving issues, responding to requests, guide product users through features and functionalities, conduct service measurement and ensure customer satisfaction.
Ultimately, you will help establish ANL reputation as a company that offers excellent customer support during every aspect of the customer... journey.

Responsibilities

Respond to customer queries in a timely and accurate way, via phone, email, social media or live based on your assigned work hours.
Undertake first level support action on all customer interactions and escalate to 2nd level if not amenable to first level resolution.
Identify customer needs and help customers use product and service features effectively.
Analyze and report product malfunctions by carrying out test with the team’s assigned POS periodically for effective proactive customer engagement.
Take ownership of all customer issues and follow through with internal departments until resolution.
Document resolved complaints, yet to be resolved and communicate status of resolution to customers.
Consistently improve self by receiving trainings and practicing what is being taught.
Maintains in-depth knowledge of company’s products, services, systems, and processes.
Liaise with all relevant teams for effective process management that is geared towards customers experience.
Handle all customer interactions in line with the departmental SOP and request handling process.
Carry out all assigned tasks within the role through the Accelerex Shared Services Center.

Requirements

B.Sc / HND in any discipline.
1 - 2 years experience.
Previous experience or understanding of the Fintech or Financial institution will be an added advantage.
CSR is expected to have Product / Market knowledge.
Experience using Microsoft office and basic data analysis skills.
Excellent communication and problem-solving skill.
CSR should have patience, positive attitude, negotiation skills and pay attention to details.
CSR should be able to Multitask.
CSR should be people oriented having Empathy, tenacity and tolerance (Threshold for receiving insults must be quite strong).
CSR should have Conflict resolution skills
CSR should have, Persuasion, Problem solving, Adaptability, Analysis and Organizational skills.
CSR should have Computer skills
CSR should have Time management and coordination skills.
CSR must be willing to learn.

Working Schedule:

This role would require you working shift, and sometimes weekends, and Public Holidays.
However, you will be eligible for 2 days off every week. more

Accelerex is seeking an experienced professional with experience in the commercialization of web payment gateway and collections products and/or solutions. As the Head of Web Acquiring, you will own the products, lead new merchant acquisitions, build new partnerships, and consistently deliver excellent web payment and collections experience to our merchants and their customers.
Key... Responsibilities

Own and drive improvements of the web acquiring and collections products
Oversee business development, market penetration and PR strategies for the commercialization of the payment gateway and collection products including growth and expansion into new markets.
Cultivate and leverage long term relationships of key partners and stakeholders.
Actively collect feedback from customers and collaborate with the relevant teams to improve marketing communication, value delivery, and overall customer experience.
Prepare and present business performance reports to executive management and other stakeholders.
Contribute to the corporate strategy formulation and execution.

Competencies

Demonstrated experience: Sales/marketing, key account management, product management
Leadership ability: decision-maker, strong communicator, collaborative, sense of ownership
Strategic Thinking: Understands distinctive strategies, recognizes patterns, interprets market and performance data effectively.
Focused: quick learner, strategically prioritizes work, committed.
Humble: respectful, receptive, agile, eager to learn Qualifications:
5 to 10 years of sales and/or product management experience with a minimum of 3 years in a senior management/leadership role
Bachelor’s or master’s degree with relevant trainings and/or certifications
Previous experience in similar role may be an advantage more

ROLE SUMMARY:
Individual will serve as Team Lead Agent, merchant onboarding and field services. To strategically drive the acquisition, onboarding and management of Agents, Merchants and activities of the agent network development team.
Responsibilities

Strategy
Provide operational business support to the Agent network
Manage the POS asset base of the scheme.
Manage the PTSP, Insurance and... logistics partnerships for the POS asset and the Agent network.
Identifies and reports Business and Operational risk related to POS in the field.
Coordinate to develop and maintain standard operating procedure manuals for all activities related to POSs at agent and merchant locations.

Business

Manage the daily operational activities and requests from the Agent Relationship officers and direct sales (RMs & State coordinators)
Manage the relationship with agent, PTSP and other partners.
Manage engagements with partners on insurance for Agents and POS terminals.
Manage engagements with logistics partners for dispatch/distribution of POS terminals and other Agent support/branded collaterals.
Supervise complain handling on POS terminals and coordinate engagement of PTSPs for repairs/replacement of POS terminals.
Coordinate development and maintenance of standard operating procedure manuals for all activities related to POS (Merchant and Agent).
Manage product-related support, feedback, and inquiries
Work with the Admin unit and Agent network team to ensure production, storage and distribution of Agent branding collaterals.
Supervise taking delivery of marketing merchandise for community activations/ awareness programs.
Supervise maintenance of inventory and reconciliation reports on all Agent Banking collaterals and merchandise
Coordinate provision of Agent Banking inventory reconciliation reports required by internal stakeholders
Collaborate with required stakeholders to conduct risk assessment reviews to identify and address operational and business risks
Collation of reports from all regions.

Leadership

Provide visible leadership to the Agent network development team.
Set clear, realistic and measurable target for agent network officers.

Qualification and requirement

Bachelor’s Degree in any discipline.
At least 4 years’ experience in a similar role in a reputable fintech, Mobile Money Operator firm.
Additional qualifications will be an added advantage.
Acute knowledge of mobile money and Agency banking industry.
Excellent customer and people relationship management skills.
Strong Interpersonal skills.
Good Communication skills - verbal and written.
Problem analysis and solving skill.
Strong Business intelligence skill
Good knowledge in MS Office.
Ability to work under time constraints and adapt to change more