Senior Customer Service Representative

About the role

BtcDana is seeking an experienced Senior Customer Service Representative to join its global support team. You will be the primary point of contact for our traders, handling inbound and outbound communications, and ensuring a high level of satisfaction across our diverse client base.

Key responsibilities

• Initiate outbound calls and messages to assigned clients, building strong relationships.
• Develop deep product knowledge to address inquiries and resolve issues within set timelines.
• Collaborate with technical and development teams to troubleshoot and provide timely support.
• Gather and verify customer feedback, escalating potential issues to relevant departments.
• Recommend process improvements to boost customer satisfaction and operational efficiency.
• Organize training sessions and conduct competitor market research.
• Perform additional duties and special assignments as delegated by management.

Required profile

• Fluent English (C1 level) with excellent verbal and written communication.
• Proficiency in Hausa, Yoruba, or Igbo is a strong advantage.
• Minimum 6 years in sales, customer service, client retention, or a related role.
• At least 1 year of supervisory experience with proven performance results.
• Familiarity with the Nigerian market and target customer segments.
• Professional appearance and the ability to represent the company effectively.

Required skills

What we offer

• Weekly performance incentives.
• Monthly healthcare allowance.
• Daily transportation subsidy (₦3,000).
• Annual bonus.
• Career development and advancement opportunities.