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.
Key Responsibilities- 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.