Customer Service Representative

Reports To: Team Lead, 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.

Key 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.

Requirements

• University Degree or HND equivalent
• Must have completed the mandatory NYSC
• 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

Key Competencies:

• Strong communication skills – verbal and written
• Interpersonal skills
• Customer focused skills
• Listening skills
• Telephone skills
• Attention to detail and accuracy
• Flexibility