: Head Office. Lagos
As a Merchant Support Specialist, you will play a pivotal role in supporting the Business Development team with sales and technical competence.
The focus will be to deliver compelling products and services to our clients’ customers using metrics, creativity, agility, resourcefulness, and grit.
Assist in the development of devices, Merchant Support and training materials to address identified areas for improvement.
To identify and onboard client /merchant partners across all the categories on our platform
Aggressively hunt and ensure the targets are met at the end of every month
Establish and nurture relationships with new and existing clients / merchants, ensure growth within every account entitled
Conduct client KYC, understanding client profiles and sales process effectively to navigate through the hierarchy of large/small clients
Ability to closely work with clients' and internal teams to customize proposals/deliverables as per requirement
To submit weekly and monthly performance reports on requested intervals
Own and resolve merchant issues end to end via email and telephone
Minimum of OND / HND or Bachelor's degree in relevant field
Sales and Marketing background with Technical skills a plus
Aggressive sales professional with 1-2 years of sales experience, preferably from FMCG, Retail, Banking, E commerce, Payments background
A proven track record of meeting and exceeding sales goals/targets as well as managing sales
Proficiency in MS applications and MS Excel, Pivot tables and reports
Excellent negotiation and communication skills with ability to share timely and appropriate information with teams and cross functional partners
Good analytical ability having experience managing P & L of clients
Should be a self-starter with strong ownership spirit.
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Arca is searching for a motivated and experienced Customer Support Manager to lead our customer service department.
Your goal will be to provide exceptional customer service to all our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.
Overall responsibility for managing the customer support team:
Setup customer support with the essential tools and competent customer service representatives.
Customer support leads management: Responsible for mentoring, supporting and building the skills of CSR team so that they continuously provide exceptional experience.
Hands on control of the quality of service provided out of the customer support.
Drive proactive issues resolution: Responsible for ensuring all customer issues are resolved within defined SLAs.
Ensure employees have the necessary training and job tools to perform their job responsibilities.
Performance Management: Assist in the formulation of targets for individuals and teams and ensure all team members know how they are performing to targets. · Team Professional Development: Provide learning/coaching opportunities, regular feedback to leads and CSRs to provide continual growth.
Discuss and implement career development opportunities for customer support team; provide one-on-one support where required.
Align Customer support team to team/company vision and strategy: Ensure agents understand and comply with all customer support objectives, performance standards, and policies.
Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
Be visible and available to all agents at all time. Interact with the team as much as possible through team meetings, one-on-one sessions, etc. Respond to agent questions regarding best practices or difficult calls.
BA/BSc degree in any Human Relationship discipline
Minimum of 4 years managing a customer support team of more than 10 people.
Excellent customer handling skills and sound interpersonal relation ability.
Industry recognized certifications would be an added advantage.