Customer Service Representative

Company : Palmpay Limited

Job Type : Contract

Lagos, Nigeria

Number of Applicants

000+

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Job Description - Customer Service Representative

Chat Customer Service (CS) – Responsibilities

Respond promptly to customer inquiries via live chat in a professional and courteous manner.
Resolve customer issues related to transactions, accounts, payments, and app usage.
Provide accurate information in line with company policies and SOPs.
Identify, document, and escalate complex or sensitive cases to the appropriate teams (Risk, Payments, Tech, etc.).
Maintain high CSAT, SLA, and quality standards.
Handle multiple chat conversations simultaneously while maintaining accuracy.
Properly log cases, updates, and resolutions in the CRM/tooling system.
Educate customers on product features, processes, and self-service options.
Comply with data protection, security, and regulatory requirements.
Collaborate with team leads and QA to improve service quality and processes.

Chat Customer Service (CS) – Qualifications

Minimum of OND/HND/Bachelor’s degree or equivalent experience.
Proven experience in customer service, contact center, or live chat support (fintech experience is an advantage).
Strong written communication skills with good grammar and clarity.
Ability to multitask and work efficiently in a fast-paced environment.
Basic knowledge of digital payments, banking, or fintech products.
Good problem-solving and analytical skills.
Customer-focused mindset with high attention to detail.
Ability to work shifts, weekends, or holidays if required.
Familiarity with CRM tools and chat platforms is an added advantage.

Optional Skills (Added Advantage)

Experience handling high chat volumes.
Knowledge of fraud prevention and dispute handling
Strong typing speed and accuracy.

Original job Customer Service Representative posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Customer Service Representative

Job Description - Customer Service Representative

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