Who We Are Onafriq is an omnichannel network of networks, making borders matter less by providing our partners with a single pathway to unlock the full power of cross-border and cross-platform payment solutions.
With a network spanning 41 African markets, Onafriq connects over 500 million mobile money wallets, 200 million bank accounts, and 300,000 agents in Nigeria, enabling domestic and cross-border disbursements and collections, card issuing and processing, agency banking, and treasury services.
By connecting global and regional enterprises, mobile money operators, money transfer operators, banks, fintechs, global development organizations, and online and offline merchants, supported by world-class regulatory and compliance capabilities and a strong regional presence in 10 offices in Africa, and others in the UK, US, and China, Onafriq is ushering in a new era of access for people across the African continent and beyond.
The Role We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support and other Analysts to assign general back office customer calls & technical issues reported by our partners and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
The Partner Support Analyst should have experience in Telco / ICT customer support environments. They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.
The position will be based in South Africa, Ghana, or Ivory Coast.
You might be a good fit if you are / have:
Self-starter with natural curiosity for constant customer service improvementFluent in English and French (written and oral) is highly advantageousAbility to multitask in an environment with shifting prioritiesAbility to work autonomously in a highly demanding environmentThe ability to 'read' a customer's emotional state, social graces, communication, and friendliness remain importantExperience administering Zendesk (Enterprise tier, a plus) Working knowledge of Zendesk channels including Support, Guide, Talk, Chat & ExploreStrong understanding of Zendesk SLA functionality and reportingExperience writing scalable business rules and automationsExperience with Customer Support team processesAble to work on the 24 / 7 rotation service.Solution-oriented with solid problem-solving abilityWillingness to perform at a level that exceeds expectationAbility to undertake their role with the highest level of integrityDuties and Responsibilities: Responding to calls and tickets logged through the Onafriq ticketing systemConsulting system logs to investigate issues described in ticketsLiaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partnersDocumenting issue resolution to contribute to department reference and training materialsThe ideal candidate will have the following qualifications and experience: Diploma / Bachelor's degree in a relevant fieldCertification in customer care-related courses is an advantagePrevious experience on the use of various service desk toolsAdvanced technical help-desk experience, with network monitoring tools and methodologies advantageous1 – 3 years of experience in customer support role, tickets managementHave the right to work in South Africa (citizen, permanent resident or valid work permit holder)Working Hours: Your normal hours of work are between Monday to Sunday, with a one-hour lunch break, as per the shifts detailed below. Your Manager will assign shifts as per the monthly roster if applicable:
Day Shift: 08h00 to 17h00Night Shift: 18h00 to 03h00Late Shift: 22h00 to 07h00Why work for us: We work at the very cutting edge of fintech in Africa. We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do.
We have a very diverse work environment with over 28 nationalities represented and continually strive to build a culture of caring and execution.
We operate a flexible working and unlimited leave policy.
We offer a competitive salary package and bonuses. We prioritize the overall well-being of our staff through various initiatives aimed at ensuring they reach their full potential.
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