Operations Support Officer

Ikeja, Lagos, Nigeria
Contracted
Entry Level
Operations Support Officer

Location: Lagos
Employment Type: Contract
Salary: #100,000

About the Role
Operations Support in BNPL focuses on supporting Dealers, Sales Agents, Business Developers and Sales managers throughout their Buy Now Pay Later journey.
It ensures that users understand the BNPL product, make payments on time, and have a positive experience, which in turn drives adoption and loyalty.

Responsibilities
  • Receive NEW/TOP Dealer data from BI and populate the working sheet.
  • Reach out to Dealers via phone call or whatsapp message / calls.
  • Follow the NEW/TOP Dealer workflow process to engage each dealer and get the required feedback.
  • Escalate to manager urgent issues received or raised by NEW/TOP dealers via whatsapp or phone call.
  • Ensure each data point is populated with detailed information.
  • Reach out twice daily to unreachable Top Dealers via whatsapp or text if they are unable to reach them via phone call.
  • Share the support form with NEW/TOP Dealer who require to send more detailed support feedback at a later time.
  • Monitor and update the support tracker with relevant milestones for each Top Dealer supported.
  • Ensure that issues raised are resolved within SLA of 3 working days or escalated.
  • Handle customer inquiries, complaints, and feedback promptly and professionally.
  • Ensure compliance with company policies, data protection rules, and financial service regulations.
  • Conduct periodic follow-ups to ensure for Sales and reduction of overdue.
 
Qualification and Requirements
  • Bachelor’s, HND and OND Degree in Business, Marketing, Finance, or a related field.
  • Minimum of 1–2 year's experience in sales, customer service, or fintech (BNPL or POS experience is an advantage).
  • Strong communication, negotiation, and interpersonal skills
  • Proficiency in Microsoft Office tools (Word, Excel) and CRM platforms
  • Excellent problem-solving and customer-handling skills
  • Self-motivated, result-oriented, and a good team player
  • Familiarity with fintech products and the Nigerian digital payment ecosystem is a plus.
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