Customer Service Representative at Paga Nigeria Job Vacancy Application Details | How To Apply

Paga Nigeria is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose – to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Yaba, Lagos
Sector: Financial Services
Category: Customer Experience
Career Level:  Grade 3
Reports To: Manager, Customer Care

Job Brief

• A Customer Service Representative is responsible for supporting Paga Nigeria customers, products, and services at the frontline, proffering solutions to customer’s inquiries, giving information, and handling complaints regarding organization’s products and services, keeping customer satisfaction at the core of every decision and behavior.

Primary Responsibilities

• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
• 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.
• Provide customer with product and service information.
• Obtain relevant data to handle complaints and inquiries.
• Resolves complaints by clarifying issues; investigate and proffer solutions.
• Escalate unresolved issues to internal/second-level support.
• Up-selling and cross-selling of Paga Nigeria products and services
• 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.
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with team members
• 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

Key Competencies:

• Proficiency in Ms Office – Excel, Word, and PowerPoint
• Able to coordinate teams across the business to creatively resolve issues, both reactively and proactively.