About the Role
Global Pay Limited is a dynamic global payment company committed to driving financial and social inclusion through innovative payment solutions that break down physical boundaries. We are currently seeking a dedicated and customer-centric Customer Service Representative to join our growing team in Nigeria. In this role, you will serve as the primary point of contact for our valued customers and merchants, ensuring seamless transactions, resolving issues promptly, and delivering world-class service experiences.
Key Responsibilities- Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media channels.
- Resolve transaction disputes, failed payments, and account issues efficiently in line with established service level agreements.
- Escalate complex technical or compliance-related issues to appropriate internal teams while maintaining clear communication.
- Maintain accurate and detailed records of all customer interactions, feedback, and complaints within the CRM ticketing system.
- Educate customers and merchants on Global Pay products, digital banking flows, POS systems, and self-service tools.
- Support the seamless onboarding of new merchants, guiding them expertly through account setup and KYC verification.
- OND, HND, or Bachelor degree in any relevant discipline.
- 1 to 3 years of proven experience in a customer service or call center role, preferably within banking, fintech, or telecommunications.
- Deep familiarity with the Nigerian payment ecosystem and digital financial services.
- Excellent verbal and written English communication skills, with proficiency in a local Nigerian language as an added advantage.
- Strong problem-solving abilities, active listening skills, and proficiency with helpdesk tools like Zendesk, Freshdesk, or HubSpot.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement within the fintech sector.
- A collaborative, inclusive, and vibrant work environment.