Job Title: Customer Service Representative
Location: Lagos
Key Responsibilities
- Respond promptly to customer inquiries via phone, email, live chat, and social media channels.
- Resolve transaction disputes, failed payments, and account issues in line with service level agreements.
- Escalate complex technical or compliance-related issues to the appropriate internal teams.
- Maintain accurate records of customer interactions and complaints in the CRM/ticketing system.
- Educate customers and merchants on GlobalPay's products, services, and self-service tools.
- Monitor customer satisfaction metrics and contribute ideas to improve service delivery.
- Support onboarding of new merchants and guide them through account setup and verification.
Collaboration & Work Practices:
- Work closely with Operations and Settlements teams to resolve transaction issues.
- Coordinate with Compliance on KYC-related customer queries.
- Participate in shift rotations, including weekends where required.
- Contribute to team knowledge base and FAQ documentation.
Qualifications
- OND / HND / Bachelor's Degree in any discipline.
- 1-3 years of experience in a customer service or call center role, preferably in banking, fintech, or telecoms.
- Familiarity with the Nigerian payment ecosystem is an advantage.
- Fluency in English; proficiency in a local Nigerian language is a plus.
Required Skills & Technologies:
- Communication: Excellent verbal and written English communication skills
- Tools: CRM and helpdesk platforms (e.g., Zendesk, Freshdesk, HubSpot)
- Problem Solving: Strong active listening and conflict-resolution skills
- Product Knowledge: Ability to quickly learn payment products, POS, and digital banking flows
- Digital Literacy: Comfortable with basic office and messaging tools.
Application Closing Date
Not Specified.
Interested and qualified candidates should:
Click here to apply online
