The Role
Handles customer inquiries and complaints across phone, email, and social media. Provides accurate information, investigates order issues, processes customer accounts, maintains interaction records, and follows up to ensure timely resolution. Builds customer relationships, adapts communication to different needs, and delivers professional support while managing multiple priorities.
Summary Generated by Built In
Our client is a key player in the fin-tech space. They provide payment solutions to customers and businesses across Africa.
They are seeking a Customer Support Analyst who will be responsible for delivering excellent customer service across multiple communication channels, resolving customer issues, and ensuring a positive customer experience.
Responsibilities
- Managing incoming calls and customer service inquiries over the phone, email and on social media platforms.
- Build sustainable relationships and trust with customer accounts through open, and interactive communication and assessing customers’ needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. These will be done through phone calls, emails and social media.
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies and Take the extra mile to engage customers
- Answers questions from and provides information to customer on the companies services.
- Resolves order complaints by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.
- Interact with customers via social media and phone calls and emails.
Requirements
- 2–3 years of proven experience in customer service/support within the banking sector.
- Candidates must possess a Bachelor’s degree (B.Sc.)
- Ability to remain professional, calm and courteous with customers always.
- Understand how to engage customers and ask the right questions.
- Excellent Verbal and written communication skills
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- A fast learner with ability to multi-task, prioritize, and manage time effectively
- Tech Savvy
Skills Required
- 2-3 years of customer service or support experience within the banking sector
- Bachelor's degree (B.Sc.)
- Professional, calm, and courteous customer communication
- Ability to engage customers and ask appropriate questions
- Excellent verbal and written communication skills
- Strong phone contact handling and active listening skills
- Customer orientation and ability to adapt to different customer types
- Ability to learn quickly, multitask, prioritize, and manage time effectively
- Tech savvy
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The Company
What We Do
eRecruiter Nigeria is a recruitment consultancy that helps employers find candidates by offering services in talent acquisition, recruitment, outsourcing, and payroll, aiming to reduce cost-per-hire.
