Customer Service Representative

About the role

GlobalPay Limited is seeking a personable and solutions‑driven Customer Service Representative to join its Customer Success team. Based in Lagos, Nigeria, this role is the first point of contact for customers and merchants, ensuring every interaction reflects the company’s commitment to fast, reliable, and secure payment experiences.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, and social media channels.
• Resolve transaction disputes, failed payments, and account issues in line with service level agreements.
• Escalate complex technical or compliance‑related issues to the appropriate internal teams.
• Maintain accurate records of customer interactions and complaints in the CRM/ticketing system.
• Educate customers and merchants on GlobalPay’s products, services, and self‑service tools.
• Support onboarding of new merchants and guide them through account setup and verification.

Required profile

• OND / HND / Bachelor’s degree in any discipline.
• 1‑3 years of experience in a customer service or call‑center role, preferably in banking, fintech, or telecoms.
• Familiarity with the Nigerian payment ecosystem is an advantage.
• Fluency in English; proficiency in a local Nigerian language is a plus.

Required skills

• Excellent verbal and written English communication.
• Experience with CRM and help‑desk platforms such as Zendesk, Freshdesk, and HubSpot.
• Strong active‑listening and conflict‑resolution abilities.
• Ability to quickly learn payment products, POS, and digital‑banking flows.
• Comfortable with basic office and messaging tools.

What we offer

• Play a central role in shaping compliance for a CBN‑licensed payment switch.
• Direct exposure to regulators and industry‑defining compliance work.
• Competitive compensation and professional development support.
• A culture that treats compliance as a strategic priority.