1. Overseeing the daily business and administrative operations of the company.2. Design and implement business strategies, plans and procedures3. Set comprehensive goals for performance and growth4. Establish policies that promote company culture and vision5. Evaluate performance by analyzing and interpreting data and metrics6. Participate in expansion activities (investments, acquisitions, corporate alliances etc.)7. Manage relationships with partners

1. Determine customers’ needs by carrying out market research and developing an understanding of competitive products in key markets2. Drive product strategy and vision, and assume overall responsibility for the success of your product3. Own product roadmap and manage timelines for new implementations4. Create enthusiasm for the product vision internally and with key stakeholders5. Demonstrate new ideas and features to stakeholders for growth and optimization6. Own and oversee product development with cross-team coordination between product, engineering, QA, Sales and Marketing7. Analyse pre-launch test data related to MVP products to draw insights and improve on functionality, key features and so on.8. Collect, analyse and respond to user feedback about product9. Support planning and implementation of product marketing campaigns10.Facilitate regular meetings with all stakeholders, including support, risk, compliance, marketing, finance and partners to discuss new initiatives11.Support the preparation of product reports/ release notes for stakeholders

1. Lead a customer facing team of Front and Back Office Engineers in supporting MTN service delivery platform (SDP)2. Collaborate across MTN SDP project and leadership team by scheduling and participating in weekly and monthly meetings, standardizing best practices3. Coach and mentor members of the Technical Support team to monitor and resolve technical challenges for MTN SDP4. Help define and clearly communicate objectives and key results for the Support team5. Manage all tasks in previous role and immediately assigned by Management

• Provide ticket-based, walk-up and remote Helpdesk Technical support for our client - MTN VAS Platform.• Integrate and deploy new products and services on the VAS platform based on the service description, flow and business rules.• Carry out acceptance tests for newly deployed VAS platforms and solutions.• Have a full understanding of VAS protocols on HSDP including Parlay X, SOAP etc.• Integrate the Company’s products/services in the client’s environment.• Develop technical specifications for applications that meet business requirements.• Perform readiness tests on newly implemented VAS systems and products to validate features, capacity and functions.• Develop Linux and SQL scripts for automated operational activities to improve efficiency.• Generate periodic reports including daily, weekly, monthly, quarterly performance reports, activity reports, etc.• Ensure internal collaboration and communication with other functional teams to meet customer needs and operational efficiency within the Company.• Preparation/Analysis/Interpretation of Logs (Shortcodes, content downloads etc.) during troubleshooting.• Develop and maintain code for monitoring of all VAS business service provisions as well as internal applications.• Identify and implement any necessary changes or upgrades.• Monitor server/network performance and availability to meet Service Level Agreement commitments.

• Establish and refine service delivery processes to improve performance and customer satisfaction.• Plan and execute established service delivery processes and activities to achieve set SLA.• General supervision and mentoring of employees (Zestars) involved in the delivery process.• Constantly assess customer feedback and make necessary improvements.• Regularly Interact with customers to build relationships and increase sales.• Ensure adequate record keeping and manage all documentation to confirm proper stock levels and maintain inventory control of supplies.• Coordinate the movement of equipment, and necessary minor repairs and maintenance.• Ensure a timely response to any service shortfalls identified.• Ensure a timely response to requests for additional or special services, agreeing customer requirements and costs if appropriate.• Ensure all statutory, health and safety and environmental licenses, certificates and documentation relevant to areas of responsibility are available on site for audit and review.

• Assist the Head of Customer service on official duties and Management meetings.• Regularly report to the Head of Customer service on the delivery of Team SLA, trends in customer satisfaction and experience.• Effectively manage a team of Customer Service agents – Outbound, Inbound, Zendesk and Livechat.• Troubleshoot and repair CRM software and provide training to staff on effective use of software applications to increase effective system usage.• Installing and configuring computer hardware, modems, routers, operating systems and CRM software applications. • Set up and assisting in the configuration of end-user PC desktop hardware, software and peripherals to access the internet.• Supervised the introduction of new call management software (Xcally) to track the volumes of calls and give insights to the reasons for customer’s calls. • Improving customer service quality by regularly carrying out quality assurance check on agents’ calls, emails and Livechat communication with customer.• Plan, assign and monitor work tasks for optimum team efficiency.• Respond to complex complains/issues forwarded by team members concerning customers.• Weekly analysis on revenue generation from cross and upselling made by agents.• Delivering strategies towards ensuring a customer-centric approach to customer issue resolution and service level management, including CSAT and NPS targets.• Coordination of Team CSAT, Customer NPS and Dispute Resolution to meet set SLAs.• Motivating, coaching, and training staff as well as coordinating reward, bonus, and incentive schemes.• Reviewing the team’s performance, determining training needs and scheduling training sessions.• Give detailed statistical feedback on performance of team members to the management for team evaluation and reward purposes.

• Answers customer/client requests or inquiries concerning services, products, billing, claims, and reports problem areas via zendesk (mails) and inbound calls.• Multi-tasking order processing, merchant/vendor account management and call management.• Processing of customer orders received via telephone and mail to ensure accurate and timely delivery of orders.• Collect, enter and validate orders into Order Management System (BOB).• Cross selling and upselling products and services to existing and potential customers via phone call to improve sales.• Pro-actively improve the order management processes by highlighting any quality issues or illegal orders.• Provide highest level of customer service and support to business partners and retailers.• Identify and resolve customers and retailers complaints via telephone or email.• Escalate retailers’ issues to the relevant seller management team.• Follow through on customers/retailers’ queries ensuring prompt resolution and feedback.• Document actions taken to resolve client problems.

1.Deal international standard games according to procedures. 2.Answer customer/client requests or inquiries concerning services, products, and reports problem areas.3.Continually maintain working knowledge of all company products, services and promotions.4.Follow-up on customer inquiries not immediately resolved.5.Recognize and alert the inspector/supervisor of trends in customer complains/requests.6.Other duties as assigned.