Customer Service
The Opportunity
As a customer service representative, you’ll be resolving customer complaints via phone, email, live-chat or social media. You will use phone, email or SMS to reach out to customers and verify account information. You will be the face of the business, you will greet customers warmly and ascertain problem or reason for contacting us.
You'll act as the company gatekeeper, you will suggest solutions when a product malfunctions, handle failed transactions and attempt to persuade customer to reconsider retrying failed transactions. You will work with a customer service manager to ensure customer service is being delivered.
You'll compile reports on overall customer satisfaction, read from scripts and handle changes in policies or renewals. You will work collaboratively with other colleagues to ensure that customer issues/bugs are resolved urgently and permanently.
Our Team
You’ll be joining a team of highly motivated individuals where everyone (including you) continues to learn about serving customers with empathy and care. We are very supportive, we step in when problems arise and give feedback quickly on how to help each other grow. We are obsessed with lots of things - excellent customer experience, quick dispute resolution, a friendly work atmosphere and creating beautiful products.
Required Experience
- Excellent verbal communication skills
- Have worked in a financial institution or a bank
- Experience using call software and CRM softwares in the past
- Excellent problem solving skills
- Attention to detail
- Bachelor's Degree or equivalent experience
- Ability to stay calm when customers are stressed or upset
- Ability to work with little or no assistance
- Very proficient with Microsoft Excel or Google sheets
- Experience using call software and CRM softwares in the past
- Experience working in customer support, retention or telesales would be an added advantage
- Experience working in a bank or non bank financial institution would be an added advantage
- Proficiency in French, Igbo or Hausa would be an added advantage
