Customer Support Analyst

About the role

eRecruiter is recruiting, on behalf of its client, a Customer Support Analyst for a fintech company that provides payment solutions to customers and businesses across Africa. The role is based in Lagos and involves handling customer enquiries and complaints by phone, email and social media.

Key responsibilities

• Manage incoming calls and customer service enquiries by phone, email and social media
• Build trust with customers through open, interactive communication and assess their needs to achieve satisfaction
• Provide accurate, complete information using the right methods and tools
• Handle 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 checking data and history, finding alternative ways to fill orders and notifying managers and customers

Required profile

• 1-2 years of proven customer service or support experience
• 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 who can multi-task, prioritise and manage time effectively

Required skills

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