• Application Deadline:
• Position: Customer Service Representative



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 2 years



• Location Lagos




• City Yaba




• Job Field Customer Care 
  
  

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