Customer Service Representative

About the Role

We are looking for a Customer Service & Support Representative who will be the first point of contact for our customers, ensuring that inquiries, complaints, and requests are handled with professionalism, empathy, and efficiency.

Key Responsibilities

• Respond promptly to customer inquiries via live chat, email, WhatsApp, and other assigned channels
• Provide accurate information about products, services, and transaction processes
• Investigate and resolve complaints while ensuring minimal disruption to customer experience
• Escalate complex issues to relevant teams and follow up until resolution
• Maintain accurate customer records and interaction logs
• Collaborate with internal teams (tech, compliance, finance) to ensure customer satisfaction
• Monitor transactions and provide timely updates to customers
• Identify recurring customer issues and suggest process improvements
• Ensure adherence to company policies, procedures, and compliance guidelines
• Assist in onboarding new customers and guide them through platform use

Requirements

• Minimum of OND/HND/BSc in any field
• At least 2 years of experience in customer service, preferably in fintech or e-commerce
• Excellent written and verbal communication skills
• Strong problem-solving ability and attention to detail
• Good typing speed and proficiency with digital tools (Google Workspace, CRM systems, live chat software)
• Ability to multitask and work in a fast-paced environment
• Willingness to work shifts, including evenings, weekends, and holidays

Skills & Attributes

• Empathetic, patient, and customer-focused
• Proactive in finding solutions and following through
• Ability to remain calm under pressure
• Professional and positive attitude
• Strong teamwork and collaboration skills