Customer service representative

Responsibilities:

Customer Support & Communication:

Respond to customer inquiries through phone calls, email, live chat, WhatsApp, and social media Explain products, services, policies, fees, and how to use platforms/apps Provide accurate information about accounts, claims, deliveries, payments, or technical issues.

Complaint Resolution & Problem Solving:

Listen to customer complaints with empathy and professionalism Troubleshoot issues and provide solutions within company guidelines Log complaints in the CRM/ticketing system and track them to resolution Escalate complex issues to supervisors, technical, or billing teams and follow up for closure.

Sales Support & Retention:

Identify customer needs and recommend relevant products/services Upsell and cross-sell Retain customers by resolving concerns quickly and promoting loyalty programs Educate customers on self-service channels: mobile app, USSD, website, FAQ.

Documentation & Reporting:

Maintain accurate records of all customer interactions in the CRM Update customer account details and case notes Generate daily/weekly reports on call volume, issues, and resolution rates Collect feedback and report trends to the Team Lead/Manager.

Compliance & Quality:

Adhere to company scripts, SLA, data protection, and confidentiality policies Meet KPIs: Average Handling Time, First Call Resolution, CSAT, NPS Participate in training to stay updated on products and service standards.

Requirements:

Minimum of an OND in any field HND/BSc preferred for banks, HMOs, and tech companies 0-2 years in customer service, call center, retail, or front desk Fresh graduates with good communication skills are accepted.