Customer Service Representative at Global Pay Limited

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, and social media channels.
• Resolve transaction disputes, failed payments, and account issues in line with service level agreements.
• Escalate complex technical or compliance-related issues to the appropriate internal teams.
• Maintain accurate records of customer interactions and complaints in the CRM/ticketing system.
• Educate customers and merchants on GlobalPay's products, services, and self-service tools.
• Monitor customer satisfaction metrics and contribute ideas to improve service delivery.
• Support onboarding of new merchants and guide them through account setup and verification.

Required Skills & Technologies

• Communication: Excellent verbal and written English communication skills
• Tools: CRM and helpdesk platforms (e.g., Zendesk, Freshdesk, HubSpot)
• Problem Solving: Strong active listening and conflict-resolution skills
• Product Knowledge: Ability to quickly learn payment products, POS, and digital banking flows
• Digital Literacy: Comfortable with basic office and messaging tools

Collaboration & Work Practices

• Work closely with Operations and Settlements teams to resolve transaction issues.
• Coordinate with Compliance on KYC-related customer queries.
• Participate in shift rotations, including weekends where required.
• Contribute to team knowledge base and FAQ documentation.

Qualifications

• OND/HND/Bachelor's degree in any discipline.
• 1-3 years of experience in a customer service or call center role, preferably in banking, fintech, or telecoms.
• Familiarity with the Nigerian payment ecosystem is an advantage.
• Fluency in English; proficiency in a local Nigerian language is a plus.