Customer Service Representative

Primary Responsibilities

Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
Follow through on customer queries ensuring prompt resolution and feedback
Use relevant tools to track cases and meet turn-around-times and other required metrics
Proactively solicit and avail information to facilitate 90% first call resolution
Answers calls and respond to emails from customers professionally.
Provide customer with product and service information.
Obtain relevant data to handle complaints and inquires.
Resolves complaints by clarifying issues; investigate and proffer solution.
Escalate unresolved issues to internal/second level support.
Up-selling and cross-selling of Paga products and services
Perform any other duties as assigned by the Manager, Customer Care.
Knowledge and Skill Requirements

Bachelor’s Degree with a minimum of a 2:1 or its equivalent in a relevant discipline
Minimum of 1 year relevant work experience.
Communicates tactfully and effectively both verbally and in writing
Maintain effective work relationships with team members
Flexibility and adaptability to new instructions and/or dynamic organizational priorities
Must be a team player and able to work collaboratively with and through others.
Must have completed the mandatory NYSC
Key Competencies:

Proficiency in Ms Office – Excel, Word and PowerPoint
Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.