Recruitment at Paga for Customer Service Representative
Paga is a regulated financial services firm and a prominent payments company in Nigeria with a large revolutionary mission: to make money accessible and usable for one billion people. It was created on the basic notion that the widespread use of mobile phones could be used to create an ecosystem that allows individuals to send and receive money digitally, allowing everyone to have easy access to money.
Recruitment at Paga for Customer Service Representative
We are recruiting to fill the position below:
Job Title: Customer Service Representative
Location: Yaba, Lagos
Department: Customer Experience
Employment Type: Full-Time
Sector: Financial Services
Career Level: Grade 3
Reports To: Manager, Customer Care
About the Role
- A customer service representative is responsible for supporting Paga customers, products and services at the frontline, proffer solution to customer’s inquiries, give information and handle complaints regarding organization’s products and services, keep customer satisfaction at the core every decision and behavior.
Primary Responsibilities
- Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
- Provide customer with product and service information.
- Obtain relevant data to handle complaints and inquires.
- Resolves complaints by clarifying issues; investigate and proffer solution.
- Escalate unresolved issues to internal/second level support.
- Up-selling and cross-selling of Paga products and services
- Follow through on customer queries ensuring prompt resolution and feedback
- Use relevant tools to track cases and meet turn-around-times and other required metrics
- Proactively solicit and avail information to facilitate 90% first call resolution
- Answers calls and respond to emails from customers professionally.
- Perform any other duties as assigned by the Manager, Customer Care.
Knowledge and Skill Requirements
- Bachelor’s Degree with a minimum of a 2:1 or its equivalent in a relevant discipline
- Minimum of 1 year relevant work experience.
- Flexibility and adaptability to new instructions and/or dynamic organizational priorities
- Must be a team player and able to work collaboratively with and through others.
- Must have completed the mandatory NYSC.
- Communicates tactfully and effectively both verbally and in writing
- Maintain effective work relationships with team members
Key Competencies
- Proficiency in Ms Office – Excel, Word and PowerPoint
- Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
How to Apply
Interested and qualified candidates should:
Click here to apply
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