Call Centre Representative

About the Role

iRecharge Tech-Innovations is a leading internet-powered distribution platform enabling users to seamlessly purchase virtual products such as airtime, mobile data, internet subscriptions, pay-TV, and bulk SMS. We are seeking a customer-focused, dedicated Call Centre Representative to join our fast-paced contact centre team in Nigeria. In this role, you will handle high-volume inbound and outbound interactions, resolve customer challenges efficiently, and ensure outstanding satisfaction across all communication channels while working a dynamic rotating shift schedule.

• Manage high volumes of inbound and outbound customer calls, emails, and chat interactions professionally and efficiently.
• Resolve customer complaints, inquiries, and transaction issues regarding airtime, data, bills, and platform services.
• Accurately document all customer interactions, complaints, and resolutions within our CRM and support ticketing systems.
• Escalate complex technical issues to the appropriate departments while ensuring proper follow-up and closure.
• Adhere strictly to call centre scripts, service level agreements (SLAs), and internal security policies to protect user data.
• Maintain composure when dealing with difficult or dissatisfied customers, providing calm, empathetic, and professional solutions.
• Collaborate effectively with internal teams to continuously improve the overall customer experience and operational workflows.

• Minimum of 2 years of proven experience in a structured call centre, contact centre, or customer support environment.
• Prior experience in telecommunications, fintech, banking, e-commerce, or digital payments industries is strongly preferred.
• Exceptional verbal and written communication skills with a strong command of English.
• Strong computer literacy and proficiency in navigating CRM software and ticketing tools.
• High emotional intelligence, patience, and effective problem-solving abilities.
• Must be fully willing and available to work a rotating shift pattern, including 3 morning shifts, 3 night shifts, followed by 3 days off, including weekends and public holidays.

• Competitive salary with performance incentives.
• Comprehensive health insurance coverage.
• Opportunities for professional growth and career advancement within the fintech sector.
• A collaborative, vibrant, and innovative work environment.

Skills