Customer Support Analyst (Lekki)

About the role

A client in the fintech space, which provides payment solutions to customers and businesses across Africa, is looking for a Customer Support Analyst based in Lekki. The role delivers excellent customer service across several communication channels, resolves customer issues and ensures a positive customer experience.

Key responsibilities

• Manage incoming calls and customer service inquiries by phone, email and on social media
• Build trust with customers through open, interactive communication and assess their needs to achieve satisfaction
• Provide accurate, valid and complete information using the right methods and tools
• Handle customer complaints, propose solutions and alternatives within time limits, and follow up until resolved
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Answer questions about the company's services and resolve order complaints by investigating data and history, finding alternative ways to fill orders and notifying managers and customers

Required profile

• 2-3 years of proven experience in customer service or support within the banking sector
• Bachelor's degree (B.Sc.)
• Professional, calm and courteous attitude with customers
• Ability to engage customers and ask the right questions
• Customer orientation and ability to adapt to different types of people
• Fast learner able to multi-task, prioritise and manage time effectively

Required skills

• Excellent verbal and written communication skills
• Strong phone contact handling and active listening
• Tech savvy