Customer Service Representative

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.

Employment type
Full-Time

Work arrangement
No