Senior Customer Service Representative

Compensation & Benefits

• Weekly Performance Incentives

• Monthly Healthcare Allowance

• Daily Transportation Subsidy: ₦3,000

• Annual Bonus

• Career Development and Advancement Opportunities

Job Description

• Initiate outbound calls and messages to clients as assigned, building strong and positive customer relationships.

• Develop comprehensive product and service knowledge to effectively address customer inquiries and resolve issues within established timelines.

• Collaborate with technical and development teams to troubleshoot customer issues and provide timely support.

• Proactively identify, summarize, and verify potential issues through customer feedback, facilitating resolutions with relevant departments.

• Recommend solutions and process improvements to enhance customer satisfaction and operational efficiency.

• Organize training sessions and competitor market research activities.

• Perform additional duties and special assignments as delegated by management.

Requirements

• Fluent in English (spoken and written, C1 level).

• Proficiency in Hausa, Yoruba, or Igbo is highly advantageous.

• Excellent verbal and written communication skills.

• Strong customer service, relationship management, and problem-solving abilities.

• Demonstrated empathy, patience, and professionalism when handling customer concerns.

• Minimum 6 years of experience in Sales, Customer Service, Client Retention, or a related customer-facing role.

• At least 1 year of leadership or supervisory experience with a proven track record of meeting or exceeding performance targets.

• Familiarity with the local market and target customer segments.

• Knowledge of Forex, Cryptocurrency, Trading Platforms, or Financial Markets is preferred.

• Ability to adapt quickly to changing business requirements and follow company SOPs.

• Professional appearance and communication skills with the ability to represent the company effectively.

• Strong data analysis, reporting, and quality control skills.

• Collaborative mindset with the ability to work effectively in a team environment.

• Personal laptop or computer is required.

Preferred Qualifications

• Experience in Forex, CFD, Cryptocurrency, FinTech, Financial Services, or Online Trading industries.

• Experience in telesales, customer retention, client relationship management, or business development.

• Familiarity with CRM systems and customer support platforms.

• Strong understanding of customer engagement and conversion strategies.

• Proven ability to handle customer objections and close opportunities effectively.