Customer service representative

Responsibilities:

Customer Support & Communication:

• Respond to customer inquiries through phone calls, email, live chat, WhatsApp, and social media
• Explain products, services, policies, fees, and how to use platforms/apps
• Provide accurate information about accounts, claims, deliveries, payments, or technical issues.

Complaint Resolution & Problem Solving:

• Listen to customer complaints with empathy and professionalism
• Troubleshoot issues and provide solutions within company guidelines
• Log complaints in the CRM/ticketing system and track them to resolution
• Escalate complex issues to supervisors, technical, or billing teams and follow up for closure.

Sales Support & Retention:

• Identify customer needs and recommend relevant products/services
• Upsell and cross-sell
• Retain customers by resolving concerns quickly and promoting loyalty programs
• Educate customers on self-service channels: mobile app, USSD, website, FAQ.

Documentation & Reporting:

• Maintain accurate records of all customer interactions in the CRM
• Update customer account details and case notes
• Generate daily/weekly reports on call volume, issues, and resolution rates
• Collect feedback and report trends to the Team Lead/Manager.

Compliance & Quality:

• Adhere to company scripts, SLA, data protection, and confidentiality policies
• Meet KPIs: Average Handling Time, First Call Resolution, CSAT, NPS
• Participate in training to stay updated on products and service standards.

Requirements:

• Minimum of an OND in any field
• HND/BSc preferred for banks, HMOs, and tech companies
• 0-2 years in customer service, call center, retail, or front desk
• Fresh graduates with good communication skills are accepted.