Description
FairMoney is a credit-led mobile bank for emerging markets. The company was launched in 2017, operates in Nigeria & India, and raised close to €50m from global investors like Tiger Global, DST & Flourish Ventures. The company has offices in France, Nigeria, Germany, Latvia, the UK, Türkiye, and India.
Watch the way FairMoney is building Africa’s money story here.

Roles and Responsibilities.
Supervise and coordinate the daily operations of the customer support team.
Produce timely reports of activities.
Escalate any downtime or service failure promptly.
Coach and train the agents on customer and interaction handling skills.
Manage the customer support teams, to ensure the services are up and running.
Through focused analysis and monitoring, provide insights to management on customer behaviour and feedback.
Ensure CSAT and NPS ratings are improved.
Manage the customer's feedback and provide valuable feedback and recommendations that will aid the business.
Be up to date with service delivery innovations and trends that will ensure CXD cost management and efficiency.
Manage and supervise the members of the department to maintain a positive work environment and a motivated team.
Requirements
A University degree. A Master’s degree is an added advantage.
A minimum of 8 years of experience in Customer Services or Contact Centre roles.
Good Communication.
Customer Engagement and Relationship Management.
Crisis Management.
Time Management.
Team leadership.
Emotional Intelligence (Self-Control).
Benefits
Private Health Insurance
Pension Plan
Paid Time Off
Work From Home
Training & Development
Recruitment Process:
A screening call with the Recruiter for 30 minutes
Technical interview with one of the members of the Operations team for 30-45 minutes
Culture fitment interview with the Hiring Manager for 45-60 minutes