Call Center Representative (NG) at Africhange (AF) Technology Limited - Remote

Africhange (AF) is a remittance company that leverages blockchain technology and P2P exchange to offer a seamless way for users in Canada to send money to Nigeria. Our platform and process are crypto and P2P powered, and our aim is to transform the way people send money to Africa and though currently only serving users in Canada and Nigeria, we are determined to extend operations to all African countries.

Whether you would like to pay for a property, send funds to friends and family or pay employees, you'll need to safely send funds without stress and ridiculous charges. Africhange is the solution to your problem. We are a safe, secure, and convenient way to send money from Canada to Nigeria; and because we rely on blockchain technology and cryptocurrency, you can be sure that we will always offer you the best way to send money home at the best rates.

We are recruiting to fill the position below:

Job Title: Call Center Representative (NG)

Location: Lagos (Remote)

Job Overview

• We are creating a 24/7, proactive and more personalized customer support structure for our rapidly-increasing customer base.

What you will do

• Manage large amounts of inbound and outbound calls in an efficient and timely manner
• Chat with customers on Live Chat using provided Live Chat tools and set communication structure
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Keep track and records of all conversations in our call center database in a comprehensible way
• Utilize software, databases, communication strategies, and tools appropriately
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for support purposes
• Be responsible for making outbound calls to set customer interviews and gather survey data
• Come up with ideas and strategies that enhance performance 
• Performs other related duties and participates in special projects as assigned

What you should have 

• Good background qualification in any Human Relations or Business Administration field
• 1-2 years experience in customer rep roles and a good knowledge of call center professional processes
• Previous work experience with a Fintech company is an added advantage
• Demonstrate excellent phone etiquette and understand the basic rules of chat interactions
• Candidates should be tech-savvy and familiar with basic PC utilities and fundamentals
• Familiarity with Google Workspace tools i.e. Docs, Spreadsheet, Slide etc. is beneficial
• A good skill in using CRM software is an added advantage
• Ability to succeed in an environment  that spans across several customer success representatives working 24 x 7 x 365 and collaborate effectively with them
• A smart individual with exceptional verbal, written and oral communication skills
• Problem-solving skills
• Incredibly ambitious with a desire to continue learning
• Strong time management and decision making abilities
• Ability to multitask, organize, and prioritize work
• Resourceful, independent, meticulous, strong analytical mind and eye for details
• Friendly attitude, empathy and business acumen 
• Keen interest in product/service knowledge
• Good team-playing  skills to relate with other departments and team members.

What we Offer 

• Fully remote opportunities under a flexible work environment
• Competitive salary
• Paid time-offs
• Access to relevant online courses/learning programs
• A close-knit team with a great passion for working collaboratively.

Application Closing Date
Not specified.