Customer Service Representative at iRecharge Tech-Innovations

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.
• Minimum of 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