Customer Service Representative

Responsibilities:

• Make outbound phone calls to maintain relationships with existing users and recall inactive users back to the platform or service.
  
• Clearly communicate product information, service updates, and solutions to users in a friendly and professional manner.
  
• Respond to user questions, concerns, and complaints, ensuring resolution or proper escalation when necessary.
• Accurately record details of each call, including: User feedback, Reported issues or challenges, Follow-up actions required, Resolved and unresolved concerns
  
• Update internal systems or CRM tools with real-time call logs and user information.
  
• Provide daily and weekly reports on call volume, user responses, achieved targets, and any recurring issues.
  
• Meet or exceed daily call quotas and maintenance/recall goals as set by the supervisor.
  
• Demonstrate consistency in call quality, user satisfaction, and retention efforts.
  
• Work collaboratively with the team to achieve overall department KPIs.
  
• Identify user trends, challenges, or suggestions and provide insights to the management team for service improvement.
  
• Participate in training sessions, team meetings, and performance reviews.
  
• Maintain high professional and ethical standards during all interactions.

Requirements:

• Female candidates only, aged 18–33 years.
  
• Prior experience in customer service, telesales, or user engagement is an added advantage.
• Fluent in English.
• Proficient in at least one local Nigerian language: Yoruba, Hausa, or Igbo.
  
• Strong verbal communication and active listening skills.
  
• Ability to explain information clearly and confidently.
  
• Basic ability to operate a tablet, smartphone, or digital device for call logs and CRM updates.
  
• Ability to type simple reports or notes accurately.
  
• Positive attitude and friendly personality.
  
• Good interpersonal skills and emotional intelligence.
  
• Ability to remain calm and professional during difficult conversations.
  
• Strong work ethic with a commitment to meeting targets and deadlines.