Field support officer

Onitsha, Anambra

Posted 5 days ago


Company:: Dexnova consulting limited
Company Description:: Dexnova is a leading consulting powerhouse in Nigeria. We began our operations over a decade ago and have grown due to excellent relationships with our clients and value delivery. We started out small, with just a few people and a small office in Port Harcourt, but today we have our head office in Victoria Island, a first-class, high profile business district in Lagos and another operational office in equally high profile GRA Phase 3 in Port Harcourt with several people working inside them. Our focus as a company is to collaborate with our clients to help them build and sustain their organizations’ capability so they can deliver on their strategic business objectives. This we do through our excellent recruitment, outsourcing, training, and management consulting services.
Contract Type:: Full Time
Experience Required:: 1 year
Education Level:: Senior Secondary
Number of vacancies:: 1

Job Description

The candidate is to provide support for POS terminals to merchants. This involves terminal deployment, maintenance, replacements as well as training to merchants to mention a few.

PERSONAL CIRCUMSTANCES
• Must remain resident in specified location/region/city for the duration of engagement
• Must have a fully functional android phone available for use at all times
• Preferably male as role will involve extensive travel and late arrival times
• Must be willing and able to work under direct supervision

APTITUDES & SKILLS
• Strong IT and phone skills (Excel, email, online forms, apps)
• Excellent listening skills
• A willingness to problem solve
• Strong verbal & written communication skills
• Resilience - being able to handle complaints from customers
• Resourceful
• The ability to work as part of a team
• Be self-driven & pro-active
KEY RESPONSIBILITIES
• Visit merchant locations within specified coverage area
• Set up, inspect and deploy POS terminals
• Perform necessary tests on terminals (functional tests, transaction tests, internet connectivity tests etc)
• Validating merchant/terminal data via POS printouts, TTR, pictures, videos etc
• Providing feedback and evidence of all activity via the specified online/physical forms, CRM tool, application, email or any other defined method
• Obtain and distribute terminal accessories (paper rolls, chargers, batteries)
• Perform routine visits to merchants
• Perform unscheduled visits to merchants in response to complaints and escalations
• Respond to and escalate merchant issues via proper channels
• Respond to and engage merchants/merchant representatives via phone calls, messages and other appropriate channels
• Ensure POS usage by merchant and advise on retrieval (after continual non-usage of terminal or other reasons)
• Identify, collaborate, research & resolve merchant issues
• Up-sell products & services where applicable
• Relay all call trends where necessary to supervisor