Customer Service Representative at Pagatech Limited
Pagatech was founded in early 2009 with a vision to enable a cashless society and bank the unbanked in Africa. Our first product offering, Paga, is a direct to consumer mobile payments service. Paga is an innovative, open, secure, and interoperable mobile payments platform that allows any person who has a mobile phone to transact electronically – thus turning the mobile phone into an electronic wallet.
The Customer Service Representative is responsible for answering incoming calls from various customers in a pleasant and professional manner. Understand different Paga products and services and effectively answer customers appropriately. The individual will be expected to fill out customer complaint forms and follow the complaint resolution process and assist all Paga customers. Also perform miscellaneous tasks as directed by the Customer Care Manager or Supervisor.
Responsibilities
Deal directly with customers via telephone, chat and face-to-face
Monitor call tracking for responses/feedback from other units for call returns done in a timely fashion
Document all calls with regards to clients enquiries accurately for reporting purpose
Respond promptly to customers enquiries
Handle and resolve customer complaints
Direct requests and unsolved issues to designated resource
Weekly Agent outlet visitations
Maintain and hand-in weekly report of activities
Contribute to team efforts by accomplishing related results as needed
Follow-up on customer interactions within a 24-hour period
Resolve customers’ complaints and enquiries regarding products and services.
Other roles as assigned by the call centre supervisor.
Requirements
University Degree or HND equivalent
1-2 years’ work experience in a call centre and customer service environment
Knowledge of customer service principles and practices
Ability to recognize and manage assertive and irate customers
Good product knowledge
Strong customer interface
Computer literate with ability to capture data accurately and timely
Must have completed the mandatory NYSC.
Key Competencies:
Strong communication skills – verbal and written
Interpersonal skills
Customer focused skills
Listening skills
Telephone skills
Attention to detail and accuracy
Flexibility.