iRecharge Tech-Innovations Limited is a CBN-licensed fintech company specializing in cross-border payment processing, bill payments, and agency banking.
We are currently hiring for the following position:
Job Title: Customer Service Representative (Call Center)
Location: Abuja (FCT)
Job Summary
We are seeking a Customer Service Representative to join our team. Reporting to the Team Lead, this role is responsible for handling customer inquiries, resolving complaints, and providing exceptional service with professionalism and efficiency. The successful candidate will manage incoming calls, process orders, offer product information, troubleshoot issues, and address customer concerns.
Key Responsibilities
- Answer incoming customer calls professionally and courteously, addressing inquiries and complaints with empathy.
- Research and gather information to resolve customer concerns effectively.
- Utilize telephone systems, auto-dialers, and other telecom technologies to reach potential customers.
- Take ownership of customer complaints and ensure swift resolution.
- Provide accurate information on company services and products.
- Escalate priority issues to higher management for prompt action.
- Follow company procedures, rules, and regulations to maintain a safe and professional work environment.
- Direct incoming calls to appropriate departments when necessary.
- Follow up on complex customer issues to ensure resolution and satisfaction.
- Accurately document customer interactions, inquiries, and resolutions in the Customer Relationship Management (CRM) system.
- Maintain records of customer feedback, complaints, and corrective actions.
- Escalate unresolved queries to the appropriate units for efficient handling.
- Ensure accurate data entry of customer details for record-keeping.
- Support the team by assisting with assigned tasks and collaborating with colleagues.
- Perform additional duties as required.
Qualifications & Requirements
- Bachelor’s degree in Communications or a related field.
- Minimum 3 years of experience in a call center role.
- Availability to work 24/7 shift schedules.
- Strong customer-centric mindset.
- Excellent telephony and customer service skills.
- Ability to comprehend, interpret, and accurately document information.
- Capability to stay calm and responsive in emergency situations.
- High level of accuracy and efficiency in handling calls.
- Ability to maintain confidentiality and respect individual differences.
- Strong problem-solving, active listening, and interpersonal skills.
- Team player with effective time management and persuasion skills.
- Outstanding verbal and written communication abilities.
- Friendly, professional, and personable demeanor.
Application Deadline
21st February 2025
How to Apply
Interested and qualified candidates should send their updated CV (PDF format) to recruitments@istrategytech.com with “Call Centre Representative” as the subject of the email.
