Company Description
Innovectives LLC is Africa’s leading financial technology companies with presence in 19 African countries. We envision a future where the transfer of ‘value’ is simple, convenient, instant, secure and global, irrespective of boundaries, channels or status by providing user-friendly and affordable payment solutions.
Multilingual Contact Center Agent
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience 1 year
- Location Lagos
- Job Field Customer Care
- Job Description
- Telesales marketing resulting in conversion of new prospects, Cross selling and Upselling
- Customer follow up and relationship management
- Handling Customer Feedback Management within the Organization
- Efficient Capturing of Customer Feedback Ensuring adherence to the Case Resolution Process by Respective teams and staff handling Customer Feedback.
- Monitoring and Managing Response and resolution times for Customer Feedback.
- Reviewing, analysing and managing organization’s case resolution processes periodically
- Drive Rapid Response and Service Recovery On customer complaints and of Dissatisfied Customers
- Receipt, and accurate escalation of complex Customer Complaints.
- Root Cause analysis on Complaints
- Champion all voice of customer efforts including surveys and uniting a company-wide approach, and optimizing for “listening” pipe opportunities via web, social medial, field, etc.
- Providing daily, weekly and monthly reports on all Customer Feedback
- Developing, implementing and enforcing strategic policies that ensure quality service delivery and excellent customer experience
- Analysis of customer data with the aim of formulating customer-oriented policies.
- Recommend potential products or services to management by collecting customer information and analysing customer needs
- Graduate Degree
- Candidate should have 1 years cognate experience working in a similar role.
- Must have strong knowledge of customer experience management.
Customer Intelligence Analyst
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience 3 years
- Location Lagos
- Job Field ICT / Computer
- Job Description
- Analyze large amounts of information to discover trends and patterns
- Define Data Governance Standards within the Organization
- Aid in the realignment of all Data goals within the Organization
- Drive improved data quality for effective analytics and decision making
- Develop Data Models for the Organization
- Evaluate Data Models and Physical Databases for variances and discrepancies
- Build Predictive models and Machine learning algorithms
- Ensure Quality Data for regulatory purposes
- Drive Customer Feedback Management within the Organization
- Preparation of Reports and presentation of information using data Visualization techniques
- Analyze Customer Performance and Provide insights
- Evaluate and analyze user experience processes and provide guidance on improvement across various touch points
- Drives discussion of key metrics with interpretation, hypothesis and proposes action
Minimum Experience- Candidate should have 3 years cognate experience working in a similar role.
- Must have strong knowledge of data analysis, data management and business intelligence reporting using excel
- You must be skilled at analysing customer feedback metrics and handling displeased customers.
Method of Application
Interested and qualified candidates should send their CV to: buildacareer@innovectives.com using the Job Title as the subject of the mail.
