Operations Support Officer

About the role

The Operations Support Officer will assist dealers, sales agents, business developers and sales managers throughout their Buy‑Now‑Pay‑Later (BNPL) journey. The role ensures users understand the BNPL product, make timely payments and enjoy a positive experience, driving adoption and loyalty.

Key responsibilities

• Receive new/top dealer data from Business Intelligence and populate the working sheet.
• Contact dealers via phone or WhatsApp to follow the dealer workflow and gather feedback.
• Escalate urgent dealer issues to the manager through WhatsApp or phone.
• Populate each data point with detailed information and update the support tracker with milestones.
• Reach out twice daily to unreachable top dealers via WhatsApp or text.
• Share support forms for detailed feedback and monitor issue resolution within a 3‑day SLA.
• 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 support sales and reduce overdue accounts.

Required profile

• Bachelor’s, HND or OND degree in Business, Marketing, Finance or a related field.
• 1–2 years of experience in sales, customer service or fintech (BNPL or POS experience is a plus).
• Strong communication, negotiation and interpersonal abilities.
• Self‑motivated, result‑oriented and a good team player.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Experience with CRM platforms.