Customer Service Representative (Bilingual – Hausa & Yoruba) at Pack'N'Pay

Job Summary:

Pack'N'Pay is seeking a friendly, articulate, and customer-focused Customer Service Representative who is fluent in Hausa and Yoruba. The ideal candidate will handle customer inquiries, resolve complaints, onboard new users, and ensure customers enjoy a smooth experience. This role is crucial in building trust with customers across different regions and cultures.

Key Responsibilities:

Customer Engagement & Support

• Respond promptly to customer inquiries via phone, WhatsApp, or in-person interactions.
• Communicate effectively in Hausa and Yoruba to serve customers from diverse backgrounds.
• Educate customers about Osusu products, services, and procedures. Onboarding & Retention • Assist with registration and onboarding of new customers, ensuring all details are captured correctly.
• Follow up with users to ensure a smooth experience and encourage long-term engagement.
• Build trust and rapport with new and existing users, especially from Hausa and Yoruba-speaking communities. Issue Resolution
• Handle customer complaints professionally and provide timely solutions or escalate when needed.
• Track and report recurring issues or feedback to improve service delivery. Documentation & Reporting • Maintain accurate records of customer interactions using internal systems.
• Prepare daily/weekly reports on customer issues, trends, and resolutions.

Team Collaboration

• Work closely with other customer experience staff to ensure consistency in service delivery.
• Provide cultural/language support for marketing, outreach, and feedback campaigns targeted at Hausa/Yoruba-speaking users.

Requirements:

• Minimum of OND, HND, or B.Sc. in any discipline.
• Fluent in Hausa and Yoruba (spoken is required; written is an advantage).
• 2–3 years of prior experience in customer service or client-facing roles is preferred.
• Strong interpersonal, communication, and conflict-resolution skills.
• Patient, empathetic, and passionate about customer satisfaction.
• Comfortable using WhatsApp, spreadsheets, and basic digital tools.
• Must be based in Port Harcourt or willing to relocate. Key Attributes:
• Friendly and warm personality
• Culturally sensitive and respectful
• Excellent listener and communicator
• Reliable, accountable, and detail-oriented

What We Offer:

• Competitive salary
• Supportive and youthful work environment 
• Opportunity to serve and grow with a fast-expanding financial brand
• Training and development opportunities