• Application Deadline:
• Position: Customer Service Representative


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Job Description

• The company is growing with different business units and as well as the clientele size increasing.


• With good customer experience as our top priority, the team is now looking for folks who can contribute to this by helping our clients attend and resolve issues in a timely manner.


• We want someone who can ensure top quality customer support, own the issue and follow up on all customer's requests, enquiries/complaints across all channels and ensure end to end resolution.


• As a Customer Support Agent for the Lending team, you will be based in Lagos and working with our other customer success representatives, as well as other teams based in Paris & India.


• You will get to work within any of the following units: Email, Social media, Inbound - working a 24 hr shift, 7 days a week (but working only 5 days of the week).

Roles and Responsibilities

Your mission will be to:

• Improve customer relationship management by taking the burden of service management from frontline customer support teams.


• Resolve sophisticated problems for customers quickly and with the highest quality over the phone/email in a heavy volume environment.


• Provide first-tier technical support services to FairMoney’s customers.


• Escalate issues appropriately and drive them to resolution.


• Work closely with team leads, supervisors and managers to ensure synergy and all-time customer satisfaction.


• Contributes to team effort by accomplishing related results as needed.


• Contribute and share ideas to decrease the workload and improve the quality & speed of FairMoney customer support


• Learn and master multiple systems (knowledge base, internal tools, contact management system)

Requirements

• 2 - 3 years of experience (experience working in all customer service environments is an added advantage) in fintech, or any financial services sector


• A key player in building a support team in a challenging growth environment


• A positive and hard-working attitude


• Understand what does outstanding customer support look like and be ready to go the extra mile


• Open to all modes of support (email, phone support)


• Willing to work full time, including weekends and evenings (working on a rotational basis)


• Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations


• Knowledge of relevant CS software


• Good understanding of English and must be able to read, speak and write in English Ability to multitask, prioritize and manage time effectively


• Accurate comprehension, interpretation, and timely response to emails and calls is an added advantage


• Basic proficiency in the use of Microsoft Excel/ spreadsheets and MS Word.

Benefits

• Private Health Insurance


• Pension Plan


• Training & Development


• Performance Bonus.