About the Role
Pagatech Limited, the visionary company behind Paga, is seeking a dynamic and dedicated Customer Service Representative to join our vibrant customer care team in Nigeria. Since 2009, we have been pioneering innovative mobile payment solutions to enable a cashless society and bank the unbanked across Africa. In this role, you will act as the primary voice of our brand, ensuring every customer interaction reflects our commitment to excellence, security, and accessibility. If you are passionate about delivering outstanding service and growing your career in fintech, we want to hear from you.
Key Responsibilities- Manage incoming inquiries via telephone, live chat, and face-to-face interactions professionally and promptly.
- Resolve customer complaints and inquiries regarding diverse Paga products and services effectively within a 24-hour follow-up window.
- Accurately document all customer interactions, feedback, and requests in the call tracking system for reporting purposes.
- Escalate unresolved issues and direct specialized requests to designated internal resource units.
- Conduct weekly agent outlet visitations and maintain comprehensive weekly activity reports.
- Collaborate with team members to achieve departmental goals and contribute to continuous service improvement.
- Minimum of a University Degree or HND equivalent from a recognized institution.
- Must have successfully completed the mandatory National Youth Service Corps (NYSC) program.
- 1 to 2 years of proven work experience within a fast-paced call center or customer service environment.
- Solid understanding of customer service principles, conflict resolution, and de-escalation techniques for irate customers.
- Fully computer literate with strong typing skills and the ability to capture data accurately and in a timely manner.
- Exceptional verbal and written communication skills with a strong customer-centric mindset.
- Competitive salary package with performance-based incentives.
- Comprehensive health insurance coverage and wellness benefits.
- Opportunities for professional growth and career advancement within Nigeria's leading fintech ecosystem.
- A collaborative, innovative, and inclusive work culture that values every team member.