Customer Service Representative
TLDR
Resolve customer complaints and enquiries across telephone, chat, and face-to-face interactions, with follow-up within 24 hours.
JOB DESCRIPTION: CUSTOMER SERVICE REPRESENTATIVE
Sector: Consumer Finance
Location: Lagos, Nigeria
Reports To: Team Lead, Customer Care
Experience: Minimum 1 years of experience working in a customer service and call centre environment.
ABOUT PAGA
Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose - to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and create simple financial access for everyone.
ABOUT THE ROLE
The Customer Service Representative is responsible for answering incoming calls from various customers in a pleasant and professional manner. Understand different Paga products and services and effectively answer customers appropriately. The individual will be expected to fill out customer complaint forms and follow the complaint resolution process and assist all Paga customers. Also perform miscellaneous tasks as directed by the Customer Care Manager or Supervisor.
PRIMARY RESPONSIBILITIES
- Deal directly with customers via telephone, chat and face-to-face
- Monitor call tracking for responses/feedback from other units for call returns done in a timely fashion
- Document all calls with regards to clients enquiries accurately for reporting purpose
- Respond promptly to customers enquiries
- Handle and resolve customer complaints
- Direct requests and unsolved issues to designated resource
- Weekly Agent outlet visitations
- Maintain and hand-in weekly report of activities
- Contribute to team efforts by accomplishing related results as needed
- Follow-up on customer interactions within a 24-hour period
- Resolve customers’ complaints and enquiries regarding products and services.
- Other roles as assigned by the call centre supervisor.
KEY COMPETENCIES
- Strong communication skills – verbal and written
- Interpersonal skills
- Customer focused skills
- Listening skills
- Telephone skills
- Attention to detail and accuracy
- Flexibility
KNOWLEDGE AND SKILL REQUIREMENTS
- 1-2 years’ work experience in a call centre and customer service environment
- Knowledge of customer service principles and practices
- Ability to recognize and manage assertive and irate customers
- Good product knowledge
- Strong customer interface
- Computer literate with ability to capture data accurately and timely
- University degree or HND equivalent
- Must have completed the mandatory NYSC
We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices.
Paga builds a multicurrency, cloud-based payments and financial services engine tailored for one billion Africans and millions of SMEs. The platform encompasses Paga Engine for enterprises, consumer payment solutions, and Doroki for retail SMEs, streamlining digital payments and business operations. With three licenses from the Central Bank of Nigeria, Paga stands out as a significant force in Africa's evolving financial landscape.