Customer Support Specialist

Job Description

Company Overview:

Africhange (AF) Technology Limited is a remittance company that leverages blockchain technology and P2P exchange to offer a seamless way for users in Canada to send money to Nigeria. The platform and process are crypto and P2P powered, aimed at transforming the way people send money to Africa. Though currently only serving users in Canada and Nigeria, Africhange is determined to extend operations to all African countries. Whether it is paying for a property, sending funds to friends and family, or paying employees, Africhange provides a safe, secure, and convenient way to send money from Canada to Nigeria at the best rates.

Job Title

Customer Support Specialist

Location

Lagos (Remote)

Employment Type

Full-time

Job Summary

Africhange is creating a 24/7 proactive and personalized customer service structure for its rapidly growing customer base. The company seeks a Customer Support Specialist with excellent communication and relationship-building skills to join its customer success team. This is a full-time remote position, requiring 40 hours per week on a rotating 24-hour shift schedule, including weekends and holidays.

Responsibilities

• Identify and assess customer needs to provide effective solutions

• Communicate with customers across multiple channels

• Clarify issues, research solutions, and provide accurate alternatives

• Identify opportunities to upsell product features

• Build sustainable relationships by going the extra mile

• Guide customers in using Africhange apps and website

• Provide accurate information leveraging knowledge bases and tools

• Utilize software, databases, and communication strategies effectively

• Meet personal and team performance goals

• Stay updated with customer service and success tools

• Propose ideas and strategies to enhance performance

• Manage complaints and ensure resolution

• Drive user retention and engagement

• Maintain high response rates

• Perform related duties and special projects as assigned

Requirements

• Degree in Human Relations, Business Administration, or related field

• Minimum of 4 years’ customer service experience with strong tool knowledge

• Excellent oral and written communication in English

• Previous fintech experience is an advantage

• Strong problem-solving, time management, and decision-making skills

• Ability to multitask, organize, and prioritize effectively

• Meticulous, resourceful, and analytical with attention to detail

• Strong teamwork and collaboration skills

• Experience using CRM software and tools

• Tech-savvy with proficiency in PC utilities and Google Workspace

• Ability to work effectively in a multi-shift 24/7/365 environment

Benefits

• Fully remote work with flexible arrangements

• Competitive salary

• Paid time off, including paternity leave

• Access to learning programs and courses

• Collaborative, close-knit team environment

• Performance incentives