Customer Service Representative

Chat Customer Service (CS) – Responsibilities

• Respond promptly to customer inquiries via live chat in a professional and courteous manner
• Resolve customer issues related to transactions, accounts, payments, and app usage
• Provide accurate information in line with company policies and SOPs
• Identify, document, and escalate complex or sensitive cases to the appropriate teams (Risk, Payments, Tech, etc.)
• Maintain high CSAT, SLA, and quality standards
• Handle multiple chat conversations simultaneously while maintaining accuracy
• Properly log cases, updates, and resolutions in the CRM/tooling system
• Educate customers on product features, processes, and self-service options
• Comply with data protection, security, and regulatory requirements
• Collaborate with team leads and QA to improve service quality and processes
  

Chat Customer Service (CS) – Qualifications

• Minimum of OND/HND/Bachelor’s degree or equivalent experience
• Proven experience in customer service, contact center, or live chat support (fintech experience is an advantage)
• Strong written communication skills with good grammar and clarity
• Ability to multitask and work efficiently in a fast-paced environment
• Basic knowledge of digital payments, banking, or fintech products
• Good problem-solving and analytical skills
• Customer-focused mindset with high attention to detail
• Ability to work shifts, weekends, or holidays if required
• Familiarity with CRM tools and chat platforms is an added advantage
  

Optional Skills (Added Advantage)

• Experience handling high chat volumes
• Knowledge of fraud prevention and dispute handling
• Strong typing speed and accuracy
  

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