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Customer Support Officer

Who We Are

Onafriq is an omnichannel network of networks, making borders matter less by providing our partners with a single pathway to unlock the full power of cross-border and cross-platform payment solutions.

With a network spanning 40 African markets, Onafriq connects over 500 million mobile money wallets, 200 million bank accounts, and 300,000 agents in Nigeria, enabling domestic and cross-border disbursements and collections, card issuing and processing, agency banking, and treasury services.

By connecting global and regional enterprises, mobile money operators, money transfer operators, banks, fintechs, global development organisations, and online and offline merchants, supported by world-class regulatory and compliance capabilities and a strong regional presence in 10 offices in Africa, and others in the UK, US, and China, Onafriq is ushering in a new era of access for people across the African continent and beyond.

The Role

The Customer Support Agent is responsible for providing exceptional customer service/support to agents and partners through inbound telephone calls. In this position, the Customer Support Agent utilizes his or her attention to detail and ability to listen actively to agents/partners and process their concerns. The Customer Support Agent is responsible for researching the agent’s issues and making relevant connections to the appropriate departments while providing them with clear and concise information and solutions. The role requires a minimum of 0 months of experience in the contact center but must show great enthusiasm toward learning and show results within 3 months. The Inbound Team reports to a team lead directly, and forward unresolved queries to the dispute specialists.

The role will be located in Lagos Nigeria.

Duties and Responsibilities

• Answer incoming calls within the stipulated answer time and rate to ensure customer satisfaction.
• Identify and understand a customer’s question, concern, and overall needs to provide appropriate resolution during a phone conversation to ensure the customer is retained and satisfied.
• Timely responses and follow-up with a customer on the phone to ensure resolution.
• Detailed explanation during conversation to derive customer satisfaction.
• Identify inconsistencies or fraudulent activities and report immediately to the appropriate unit.
• Managing customer experience during the conversation, communication, and promoting the brand and value proposition of the company.
• Collect data on preferences to identify prospects and their interests and share data with the relevant team for follow-up.
• Recognize, document, and alert the Team Lead of trends in customer calls.
• Communicate new product positioning to the customer and get feedback for business intelligence.
• Up sell products and services.
• Document all conversation information according to standard operating procedures
• Complete call logs and reports on every conversation.
• Analyze CSAT report as it relates to the team and manage the experience through research and analysis of past conversations and customer feedback.
• Route calls to appropriate resources
• Utilize a variety of systems and web-based tools to research & resolve customer issues
• Alert supervisors when there is an absence of information in the knowledge base;
• Develop and maintain knowledge of all services and products offered by the company;
• Other duties as assigned.

The ideal candidate will have the following qualifications and experience:

• Bachelor’s degree in a relevant field
• Experience working in fin/tech a plus.

Desired skills:

• Superior communication skills in English, both written and oral
• Attention to detail
• Ability to listen actively
• Solution driven

Why work for us:

• We work at the very cutting edge of fintech in Africa.
• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do.
• We have a very diverse work environment with over 28 nationalities represented and continually strive to build a culture of caring and execution.
• We operate a scheduled hybrid and unlimited leave policy.
• We offer a competitive salary package and bonuses.
• We prioritize the overall well-being of our staff through various initiatives aimed at ensuring they reach their full potential in a supportive environment.