Customer Service Agent

iRecharge Tech-Innovations is hiring a Customer Service Agent to provide seamless customer support while maintaining compliance with regulatory standards and service quality guidelines.

Responsibilities

• Provide timely and professional support to customers via phone, email, live chat, social media, and other digital channels, ensuring prompt resolution of enquiries and requests
• Manage customer complaints by logging, investigating, resolving, and escalating complex issues within agreed service level agreements (SLAs)
• Educate customers on banking products, digital banking platforms, and self-service solutions to promote product adoption
• Maintain accurate records of customer interactions, complaints, and resolutions using CRM and customer support systems in compliance with regulatory and audit requirements
• Ensure compliance with bank policies, CBN consumer protection guidelines, data privacy requirements, and internal service quality standards
• Collaborate with Operations, Product, Compliance, and Technology teams to resolve customer issues efficiently
• Participate in quality assurance reviews, training programs, and continuous improvement initiatives
• Identify recurring customer issues and provide feedback to support service improvements

Requirements

• Bachelor's degree in any relevant discipline
• Minimum of 1–3 years of experience in customer service within banking, fintech, financial services, telecommunications, or similar customer-focused environment
• Good understanding of customer service principles, digital banking products, and multi-channel support operations
• Strong communication, problem-solving, conflict resolution, and interpersonal skills with a customer-first mindset
• High level of professionalism, empathy, attention to detail, and ability to work effectively in a fast-paced digital banking environment, including shifts where required

How to Apply

Send your CV to: recruitments@irecharge.ng