Customer Service Representative

Customer Service Representative at Paga

Paga is a licensed financial services firm and a prominent payments entity in Nigeria, driven by a monumental mission to simplify money access and usage for one billion people. Founded on the belief in leveraging the widespread use of mobile phones, we aim to build an ecosystem that facilitates digital money transfers, ensuring financial inclusion for all.

Paga is currently seeking candidates for the role of Customer Service Representative, based in Lagos on a full-time basis.

About the Job:

The Customer Service Representative will handle incoming calls from diverse customers in a courteous and professional manner. They will possess a solid understanding of Paga’s products and services, effectively addressing customer queries. Responsibilities also include documenting complaints and following the resolution process, as well as assisting all Paga customers. Additionally, they will undertake miscellaneous tasks as directed by the Customer Care Manager or Supervisor.

Primary Responsibilities:

• Engage with customers via telephone, chat, and face-to-face interactions.
• Monitor call tracking for timely responses/feedback from other units.
• Conduct weekly visits to agent outlets.
• Maintain and submit weekly activity reports.
• Collaborate with the team to achieve common goals.
• Follow up on customer interactions within a 24-hour timeframe.
• Address and resolve customers’ complaints and inquiries regarding products and services.
• Accurately document all customer calls for reporting purposes.
• Respond promptly to customer inquiries and complaints.
• Direct requests and unresolved issues to the appropriate resource.
• Perform other duties as assigned by the call center supervisor.

Key Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Proficient telephone etiquette.
• Attention to detail and accuracy.
• Adaptability and flexibility.
• Customer-centric approach.
• Active listening skills.

Knowledge and Skill Requirements:

• Bachelor’s Degree with a minimum of a 2:1 or equivalent.
• Completion of the mandatory National Youth Service Corps (NYSC).
• Comprehensive product knowledge.
• Proficiency in computer usage for accurate data capture.
• 1-2 years of experience in a call center or customer service environment.
• Familiarity with customer service principles and practices.
• Ability to manage assertive and irate customers effectively.