Customer Service jobs in Lagos

Job Summary

We are looking for a Customer Experience Officer to join our team. You will be responsible for delivering timely, empathetic, and solution-oriented support to customers on our platform. The role focuses on resolving customer inquiries related to our payroll solution, payments, and account issues while ensuring a seamless and positive customer experience.

Key Responsibilities

1. Respond to and resolve customers' enquiries via email, direct messages, phone calls and website chat.

2. Register and remit statutory deductions on behalf of customers.

3. Send Statutory payment receipts and schedules to customers.

4. Record and give internal and external feedback to teams concerned.

5. Analyze customer feedbacks from surveys, reviews, and support tickets.

6. Collaborate with sales, marketing, product and engineering teams to align CX initiatives with business objectives.

7. Conduct and execute a proper onboarding process.

8. Develop training programs for customers on payroll software usage.

9. Build strong relationships with customers and stakeholders.

10. Understand payroll regulations and compliance requirements.

11. Ensure accurate calculations of the payroll taxes.

12. Develop and execute CX strategies to enhance customer satisfaction, retention, and advocacy.

13. Streamline payroll processing workflows to reduce errors and increase efficiency.

14. Ensure consistent branding and messaging across all customer interactions.

15. Develop and maintain a customer community forum or knowledge base.

Requirements:

1. A minimum of 3 years of previous experience in Customer Experience. Fintech experience is an advantage.

2. Strong verbal and written communication skills.

3. Knowledge of accounting and tax principles is an added advantage..

4. Excellent problem-solving and conflict-resolution abilities.

4. Familiarity with CRM and other relevant tools.

5. Ability to work in a fast-paced environment.

6. Customer-focused mindset with strong attention to detail.

7. A BSc (2:1) - in Accounting from a reputable university.

This is a hybrid position.

Job Types: Full-time, Permanent

Pay: ₦250,000.00 - ₦300,000.00 per month

Application Question(s):

• Are you willing to participate in a practical assessment?

Education:

• Higher National Diploma (Preferred)

Experience:

• Customer Service : 3 years (Preferred)

Work Location: Hybrid remote in Lagos (Lagos)