Customer Service Agent

About the role

We are looking for a Customer Service Agent to join our digital banking team in Lagos. You will be the first point of contact for customers across multiple channels, helping them resolve issues and adopt our financial products.

Key responsibilities

• Provide timely support via phone, email, live chat, social media and other digital channels.
• Log, investigate, resolve and, when necessary, escalate customer complaints in line with SLAs.
• Educate customers on bank products, digital platforms and self‑service solutions.
• Maintain accurate records of interactions and resolutions using CRM systems.
• Ensure compliance with CBN consumer protection guidelines, data privacy and internal quality standards.
• Collaborate with Operations, Product, Compliance and Technology teams to improve service delivery.
• Participate in quality assurance reviews, training and continuous improvement initiatives.
• Identify recurring issues and provide feedback for process enhancements.

Required profile

• Bachelor’s degree in any relevant discipline.
• 1–3 years of customer service experience in banking, fintech, financial services or telecommunications.
• Strong understanding of customer service principles and multi‑channel support.
• Excellent communication, problem‑solving and interpersonal skills.
• Professionalism, empathy and attention to detail in a fast‑paced environment.

Required skills

• Experience with CRM or ticketing systems.
• Familiarity with digital banking platforms.