Customer Service Agent at LifeBank

Job Summary

• The Customer Service Agent is responsible for delivering exceptional customer support across multiple communication channels
• This role ensures that customer inquiries, requests, and complaints are handled efficiently and professionally, contributing to high customer satisfaction and a strong brand experience.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat
• Provide accurate information on company products, services, and policies.
• Resolve customer issues effectively, escalating complex matters when necessary.
• Document all customer interactions accurately in the CRM system.
• Follow up on unresolved inquiries to ensure timely resolution.
• Maintain an up-to-date understanding of products, services, and internal processes.
• Identify and report recurring customer challenges to help improve service delivery.
• Meet and exceed performance metrics such as response time, customer satisfaction, and first-contact resolution.
• Support customer onboarding by providing guidance and addressing initial concerns.
• Contribute to enhancing customer support processes and team efficiency.

Requirements

• Minimum OND / HND / Bachelor’s degree.
• 1 - 2 years of experience in customer service or related role.
• Excellent written and verbal communication skills.
• Strong problem-solving, active listening, and analytical abilities.
• Proficiency in Google Workspace and customer service software
• Ability to multitask and manage time effectively in a fast-paced environment.
• Emotional intelligence, patience, and a customer-centric mindset.
• Ability to work independently and collaboratively within a team.

Key Skills:

• Communication and interpersonal skills
• Empathy and customer orientation
• Conflict resolution
• Attention to detail
• Time management
• Team collaboration
• Adaptability and resilience.

Work Schedule / Shift System
The Customer Service department operates a structured shift system to ensure round-the-clock service:

• Morning Shift: 8:00 AM – 3:00 PM
• Afternoon Shift: 12:00 PM – 7:00 PM
• Night Shift: 7:00 PM – 8:00 AM (next day)
• Agents may be scheduled for all shifts.

Compensation & Benefits

• Salary: N120,000 monthly. 
• Health Insurance
• Performance-based incentives
• Opportunities for training, growth, and career development.