Established on the platform of e-Governance and smart technologies, Contec Global is amongst the most experienced independent technology and systems organizations operating in developing countries. Today, we are engaged globally in providing integrated, systems-based solutions in these fields. Our core focus is using technology to sustainably advance humanity. We are going beyond geographical and political borders in biometric technology, agriculture, green energy, transportation, and telecommunication. Our expertise in creating, developing, and implementing large-scale projects makes us confident that we can achieve uncommon results and rapid progress in sustainability in the coming years.
Responsibilities
Lead, mentor, and manage a team of Customer Care Executives to deliver timely and high-quality support.
Set and monitor team KPIs (e.g., response time, resolution rate, CSAT, ensuring continuous improvement.
Develop and implement customer service policies, workflows, and quality standards.
Handle escalated customer issues and ensure swift resolution in line with company policies.
Collaborate with Product, Engineering, and Operations teams to relay customer feedback and improve the customer journey.
Prepare regular reports on customer service performance, trends, and insights for management.
Train and onboard new customer care staff, maintaining a culture of excellence and empathy.
Ensure proper utilization of customer support tools and CRM systems.
Stay up to date with fintech trends, customer behaviour, and compliance standards relevant to the industry.
Qualifications
Bachelor’s degree in Business Administration, Communications, or a related field.
3–5 years of experience in customer support or customer experience, with at least 1–2 years in a supervisory or team lead role, ideally in fintech, banking, or tech.
Proven leadership skills with the ability to coach and develop a high-performing team.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Proficiency in customer support platforms (e.g. Zendesk, Zoho, Freshdesk).
Familiarity with data analytics tools and reporting dashboards is a plus.
Preferred Skills:
Experience in a high-growth startup or fast-paced tech environment.
Multilingual proficiency (English and at least one Nigerian language).
Knowledge of digital financial services or mobile money products.
