Customer Service Representative

Lagos, Nigeria
Contracted
Entry Level
Chat Customer Service (CS) – Responsibilities
  • Respond promptly to customer inquiries via live chat in a professional and courteous manner.
  • Resolve customer issues related to transactions, accounts, payments, and app usage.
  • Provide accurate information in line with company policies and SOPs.
  • Identify, document, and escalate complex or sensitive cases to the appropriate teams (Risk, Payments, Tech, etc.).
  • Maintain high CSAT, SLA, and quality standards.
  • Handle multiple chat conversations simultaneously while maintaining accuracy.
  • Properly log cases, updates, and resolutions in the CRM/tooling system.
  • Educate customers on product features, processes, and self-service options.
  • Comply with data protection, security, and regulatory requirements.
  • Collaborate with team leads and QA to improve service quality and processes.

Chat Customer Service (CS) – Qualifications
  • Minimum of OND/HND/Bachelor’s degree or equivalent experience.
  • Proven experience in customer service, contact center, or live chat support (fintech experience is an advantage).
  • Strong written communication skills with good grammar and clarity.
  • Ability to multitask and work efficiently in a fast-paced environment.
  • Basic knowledge of digital payments, banking, or fintech products.
  • Good problem-solving and analytical skills.
  • Customer-focused mindset with high attention to detail.
  • Ability to work shifts, weekends, or holidays if required.
  • Familiarity with CRM tools and chat platforms is an added advantage.

    Optional Skills (Added Advantage)
  • Experience handling high chat volumes.
  • Knowledge of fraud prevention and dispute handling
  • Strong typing speed and accuracy.
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