Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose – to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.
We are recruiting to fill the position below:
Job Title: Customer Service Representative
Location: Yaba, Lagos
Sector: Financial Services
Career Level: Grade 3
Reports To: Manager, Customer Care
About the Role
- A customer service representative is responsible for supporting Paga customers, products and services at the frontline, proffer solution to customer’s inquiries, give information and handle complaints regarding organization’s products and services, keep customer satisfaction at the core every decision and behavior.
Primary Responsibilities
- Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
- Follow through on customer queries ensuring prompt resolution and feedback
- Use relevant tools to track cases and meet turn-around-times and other required metrics
- Proactively solicit and avail information to facilitate 90% first call resolution
- Answers calls and respond to emails from customers professionally.
- Provide customer with product and service information.
- Obtain relevant data to handle complaints and inquires.
- Resolves complaints by clarifying issues; investigate and proffer solution.
- Escalate unresolved issues to internal/second level support.
- Up-selling and cross-selling of Paga products and services
- Perform any other duties as assigned by the Manager, Customer Care.
Requirements, Knowledge And Skill
- Bachelor’s degree with a minimum of a 2:1 or its equivalent in a relevant discipline
- Minimum of 1 year relevant work experience.
- Communicates tactfully and effectively both verbally and in writing
- Maintain effective work relationships with team members
- Flexibility and adaptability to new instructions and/or dynamic organisational priorities
- Must be a team player and able to work collaboratively with and through others.
- Must have completed the mandatory NYSC.
Key Competencies:
- Proficiency in Ms Office – Excel, Word and PowerPoint
- Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Team Lead, Learning & Development
Location: Yaba, Lagos
Sector: Financial Services
Career Level: Senior Associate, Grade 10
Reports To: Head, Human Capital
About the Role
- We are looking for a Learning and Development (L&D) team lead who will be responsible for establishing and enhancing strategies that enable our organization, teams, managers, and employees to grow personally and professionally. You will oversee all learning, development and training for our Nigeria team and play a key role in promoting a culture of continuous learning in a practical and applicable way.
- The ideal candidate is passionate about helping people learn and grow with a proven track record of designing, delivering, managing & tracking training and development programs across all levels of the organisation. Excellent communication skills are essential.
- You will be responsible for establishing a positive culture of learning, personal development, up-skilling, growth, and succession planning. You will have the ability to effectively manage multiple projects concurrently and prioritise tasks that will contribute to the strategic planning process.
- Ultimately, you will help our company succeed and contribute to our massive transformative purpose by taking charge of the training and developing of Paga employees.
Primary Responsibilities
- Create and execute learning strategies and programs
- Evaluate individual and organizational development needs
- Implement various learning methods companywide (e.g. coaching, job-shadowing, online training programs)
- Design and deliver e-learning courses, workshops, and other trainings
- Assess the success of development plans and help employees make the most of learning opportunities.
- Track the learning and development budget and negotiate contracts with vendors.
- Carry out supervisory responsibilities for the Learning & Development team, evaluating and managing performance.
- Perform any other related tasks as assigned or needed.
Requirements, Knowledge and Skills
- Bachelor’s degree with a minimum of a 2:1 in Human Resources, Social Sciences or in a relevant discipline
- Minimum of 6 years of relevant work experience
- A professional qualification of ATD, CIPMN, CIPD, SHRM or HRCI
- Strong consultative, coaching, and project management skills
- Ability to provide thought leadership and expertise on learning and development topics
- Must be a team player and able to work collaboratively with and through others
- Strong attention to detail, diligence and adherence to high standards
- Must have completed the mandatory NYSC.
- Experience: Minimum of 6 years of relevant experience.
Key Competencies:
- Constant curiosity and interest in keeping up with Learning & Development trends and best practices.
- Understanding of adult learning theory, and instructional design principles.
- Ability to provide post-training analysis both quantitatively and qualitatively
- A strong focus on internal customers’ needs and satisfaction, with an emphasis in demonstrating return on investment in training. A qualified candidate will be focused on how training contributes to the company’s bottom line and will have the analytical skills to justify programmatic decisions with data.
- Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.
- Excellent communication with the ability to engage and build a rapport with employees at all levels.
- An adept negotiator with strong business acumen
- An energetic and willing attitude
- Self-driven and hardworking
- Highly proficient in MS Office suite.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Business Developer (Sales & Distribution)
Location: Yaba, Lagos
Department: Human Capital
Career Level: Grade 3
Sector: Financial Institution
Reports To: Regional Manager, Lagos Region
About the Role
- The Business Developer (BD) manages the relationships between the company and Paga agents within his / her zone with a focus to ensure long-term growth and sustainability of the agent network. The main goal is to grow existing customers and acquire new customers.
Primary Responsibilities
Achievement of commercial targets set for the zone
- A Business Developer has ownership for achieving the commercial targets set for assigned zone. These include targets for active agent, transaction mix, transaction value, transaction volume and others as may be assigned. Responsibilities related to these include:
- Agent retention / growth
- Ensure appropriate cash and electronic-float levels.
- Maintain consistent growth in active agent, transaction count and value
- Monitor agent activity to ensure compliance with Paga standards in alignment with the Agent Compliance Handbook.
- Assess the activities and performance of agents in their zone and report to the Field Supervisor where applicable.
New agent recruitment, registration and account set-up:
- Recruit viable agents within their zone to support the specific use cases defined by the company.
- Guide prospective agents in completing the agency registration process.
- Assist new agents to setup their Paga accounts in readiness for processing customer transactions.
Agent training:
- Train Paga agency owners and staff on all aspects of managing the agency and serving Paga customers.
Visibility of agent outlets:
- Ensure all agent outlets are properly branded / activated (internally and externally) to maximize visibility for Paga.
- Representing Paga in the assigned zone:
- Develop and maintain a positive, professional relationship with all agency principals and outlet assistants in their zone.
- Communicate important company updates to the agents in their zone and ensuring that the information is understood.
- Raise issues and communicate insights internally to ensure that relevant resources are deployed to strengthen the Paga business in their zone.
Knowledge and Skill Requirements
- Bachelor’s degree from an accredited university or college
- Must be proficient with Microsoft Excel and other Microsoft Office applications
- Must be able to understand and report issues appropriately
- Strong analytical and problem-solving skills
- Provide outstanding customer service
- Experience: Minimum of 1 – 2 years’ experience in FMCG sales
Key Competencies:
- Strong planning and organizational skills
- Think and take initiative as well as ownership of assigned zone
- Keen attention to detail
- Ability to multi-task and manage competing priorities
- Good judgement and decision-making ability
- Excellent communication skills – verbal, non-verbal and written
How to Apply
Interested and qualified candidates should:
Click here to apply online
Note: We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices.
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