Customer Service Representative at iRecharge Tech-Innovations Limited

iRecharge Tech-Innovations is an Information, Communication, and Software Technology firm. We operate with a burning passion to transform the technological terrain of Africa by delivering value to clients through innovative and effective leverage of cutting-edge technology solutions.

We combine sound knowledge of world-class technology to design, implement, and support business transformation in areas of web and mobile application, software, service, and storage systems installation, networking technologies, and technology procurement. We have an in-depth understanding of how technology accelerates success, and are passionate about attracting and supporting unique talents in growing our business and driving operational excellence.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Abuja
Employment Type: Full-time 

Job Summary

• We are seeking a proactive and customer-focused Customer Service Representative to provide exceptional support and assistance to customers across multiple channels.
• The ideal candidate will have experience in fintech, banking, or financial services and possess a strong understanding of digital banking operations and customer engagement.
• The Customer Service Representative will be responsible for resolving customer inquiries, handling complaints, supporting digital banking users, and ensuring a seamless customer experience while maintaining professionalism and compliance with regulatory standards.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, and other communication channels.
• Assist customers with account-related inquiries, digital banking services, transactions, and platform navigation.
• Resolve customer complaints and escalate unresolved issues appropriately.
• Provide accurate information about banking products, services, policies, and procedures.
• Monitor and follow up on pending customer issues to ensure timely resolution.
• Maintain detailed records of customer interactions, complaints, and resolutions.
• Support onboarding processes and customer verification procedures where required.
• Ensure compliance with banking regulations, internal policies, and customer data protection standards.
• Identify recurring customer issues and recommend process improvement opportunities.
• Collaborate with operations, compliance, and technical teams to resolve customer concerns effectively.
• Maintain a high level of professionalism, empathy, and service excellence.
• Contribute to achieving customer satisfaction and service delivery targets.

Requirements

• Bachelor’s degree or HND in any relevant discipline.
• 1–3 years experience in customer service within fintech, banking, or financial services.
• Strong understanding of digital banking platforms and customer support operations.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multitask and work effectively in a fast-paced environment.
• Good interpersonal and stakeholder management skills.
• Proficiency in Microsoft Office tools and customer support systems.
• High level of professionalism, integrity, and accountability.

Preferred Skills:

• Experience supporting digital banking or fintech products.
• Knowledge of banking regulations and customer service best practices.
• Ability to handle difficult customers professionally and calmly.
• Strong attention to detail and documentation skills.

Key Performance Indicators (KPIs)

• Customer satisfaction rating
• First response time
• Ticket resolution time
• Complaint resolution rate
• SLA compliance
• Customer retention/support quality
• Accuracy of information provided
• Escalation handling efficiency
• Documentation and reporting compliance
• Professionalism and communication quality.

Application Closing Date
Not Specified. 

Method of Application
Interested and qualified candidates should submit their updated CVs as a PDF to: recruitments@istrategytech.com  using the job title as the subject of the email.