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    • Customer Support via Inbound Channel:
    • Respond to customer inquiries through call platforms.
    • Provide information about products, services, policies, and…
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Job Post Details

Customer Service Representative - job post

PalmPay
3.6 out of 5 stars
Lagos
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Contract

Location

Lagos

Full job description

PALMPAY is a Pan-African fintech company currently operating in Nigeria, Ghana and Kenya and expanding to other markets in 2022. We’re reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are recruiting to fill the position below:

Job Position: Customer Service Representative

Job Location: Lagos (Hybrid)
Employment Type: Contract

Responsibilities
Customer Support via Inbound Channel:


  • Respond to customer inquiries through call platforms.
  • Provide information about products, services, policies, and procedures.
  • Assist customers with orders, payments, or account issues.

Problem Resolution:

  • Identify customer problems and provide solutions.
  • Troubleshoot technical or service issues.
  • Escalate complex cases to supervisors or specialized teams when necessary.

Multitasking:

  • Handle call conversations effectively.
  • Navigate different systems (CRM, knowledge base, order system) while on call.

Documentation:

  • Record customer interactions in the system.
  • Update customer records and case notes accurately.

Customer Experience:

  • Maintain a professional, polite, and friendly tone.
  • Ensure quick response time and high satisfaction levels.
  • Follow company communication guidelines and scripts.

Product/Service Knowledge:

  • Stay updated on company products, promotions, and policies.
  • Use internal knowledge bases to provide accurate answers.

Performance Targets

  • Meet KPIs such as:
    • Average handling time
    • Customer satisfaction (CSAT)
    • Resolution time
    • Average talk time.

Salary
Basic - N70,000 monthly, KPI - (N20,000 - N100,000)

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