Customer Service Representative Recruitment at Africhange Technologies Limited

Africhange (AF) is a remittance company that leverages blockchain technology and P2P exchange to offer a seamless way for users in Canada to send money to Nigeria. Our platform and process are crypto and P2P powered, and our aim is to transform the way people send money to Africa and though currently only serving users in Canada and Nigeria, we are determined to extend operations to all African countries.

Whether you would like to pay for a property, send funds to friends and family or pay employees, you'll need to safely send funds without stress and ridiculous charges. Africhange is the solution to your problem. We are a safe, secure, and convenient way to send money from Canada to Nigeria; and because we rely on blockchain technology and cryptocurrency, you can be sure that we will always offer you the best way to send money home at the best rates.

We are recruiting to fill the position below:

Job Position: Customer Service Representative

Job Location: Nigeria (Remote)
Employment Type: Full-Time
Department: Customer Success

Job Overview

• We are creating a 24/7, proactive and more personalized customer support structure for our rapidly-increasing customer base.
• We are looking for a customer-oriented service representative with excellent communication skills to join our customer success team.
• If you are seeking to create an impeccable experience in customer service, we are eager to speak with you.
• We have flexible shift schedules that enable us to attend to customers whenever they try to reach us.

What You Will Do

• Identify and assess individual customers’ needs in order to understand and proffer solutions
• Chat with customers on Live Chat using provided Live Chat tools and set communication structure
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
• Provide accurate, valid, and complete information to users by leveraging:
  • Internal processes
  • Internal and public product knowledge base
  • External (3rd party) methods/tools
• Utilize software, databases, communication strategies, and tools appropriately
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for customer service purposes
• Schedule and perform follow-up with customers, peers, and company stakeholders to ensure timely resolutions
• Come up with ideas and strategies that enhance performance

What You Should Have 

• Good background qualification in any Human Relations or Business Administration field
• 2 years of experience in customer rep roles and a good knowledge of customer service or call centre professional processes
• Previous work experience with a Financial technology company is an added advantage
• Demonstrate excellent phone etiquette and understand the basic rules of chat interactions
• Candidates should be tech-savvy and familiar with basic PC utilities and fundamentals
• Familiarity with Google Workspace tools is beneficial
• A good skill in using CRM software is an added advantage
• Ability to work in a multi-shift environment  that spans across several customer success agents working 24 x 7 x 365
• Extremely smart with exceptional verbal, written and oral communication skills
• Problem-solving skills
• Incredibly ambitious with a desire to continue learning
• Strong time management and decision making abilities
• Ability to multitask, organize, and prioritize work
• Resourceful, independent, meticulous, strong analytical mind and eye for details
• Good team-playing  skills to relate with other departments and team members

What We Offer 

• Fully remote opportunities under a flexible work environment
• Competitive salary
• Paid time-offs
• Premium medical coverage
• Access to relevant online courses/learning programs
• A close-knit team with a great passion for working collaboratively