Customer Service Representative (Call Center) at iRecharge Tech-Innovations Limited

iRecharge Tech-Innovations Limited is a CBN-licensed fintech company focused on cross-border payment processing, bill payments, and agency banking.

Job Title: Customer Service Representative (Call Center)

Location: Abuja (FCT)

Summary

• The Customer Service Representative, reporting to the Team Lead, plays a pivotal role in addressing customer inquiries and resolving complaints with utmost professionalism and efficiency.
• This position involves handling incoming calls from customers, including taking orders, providing information, troubleshooting issues, and addressing concerns related to the organization’s products or services.

Essential Duties and Responsibilities

• Professionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.
• Utilize available resources to conduct research and gather the required information to effectively assist customers.
• Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.
• Take ownership of customer complaints and work towards swift and satisfactory resolutions.
• Provide comprehensive information about our organization’s services and products to customers.
• Identify and escalate priority issues to high-level management for prompt attention and resolution.
• Adhere to procedures, rules, and regulations to maintain a safe and clean working environment.
• Direct inbound calls to the appropriate departments or individuals.
• Follow up on complex customer calls as necessary to ensure a positive customer experience.
• Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.
• Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.
• Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.
• Escalate customers’ queries to the appropriate units for prompt and efficient resolution.
• Capture customers’ details accurately in the system to maintain comprehensive records.
• Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.
• Perform other duties as assigned.

Education Qualifications, Experience, Skills, and Competencies

• First Degree in Communications or related field
• Must have at least 3 years of relevant experience in a call center
• Must be available for a 24/7 Shift work schedule
• Must be customer-centric
• Customer service telephony skills
• Accurate comprehension, interpretation, and capturing of information
• Able to react effectively and calmly in emergencies.
• Must be highly accurate and responds timely to calls
• Able to maintain customer confidentiality.
• Ability to understand individual differences
• Problem-solving and listening skills
• Excellent Interpersonal skill
• Teamwork.
• Time management and Persuasion skills
• Excellent verbal and written communication skills
• Friendly disposition, charming character, and amiable personality.

Application Closing Date
21st February, 2025.

How to Apply: Interested and qualified candidates should send their Updated CV as a PDF file to: [email protected] using “Call Centre Representative” as the subject of the mail.