Job Title: Customer Service Representative
Location: Lagos
About the Role
- Global Pay Limited is seeking a personable and solutions-driven Customer Service Representative to join our Customer Success team.
- Based in Lagos, Nigeria, this role is the first point of contact for customers and merchants, ensuring every interaction reflects our commitment to fast, reliable, and secure payment experiences.
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.
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
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.
Why Join GlobalPay?
- Play a central role in shaping compliance for a CBN-licensed payment switch.
- Direct exposure to regulators and industry-defining compliance work.
- Competitive compensation and professional development support.
- A culture that treats compliance as a strategic priority, not an afterthought.
Application Closing Date
Not Specified.
Interested and qualified candidates should:
Click here to apply online
