Customer Service Representative

Customer Service Representative

Posted: Oct 9, 2026

Pagatech Limited is a payments company focused on enabling a cashless society and banking the unbanked in Africa. Our first product, Paga, is a direct-to-consumer mobile payments service. Paga is an innovative, open, secure, and interoperable mobile payments platform that allows any person who has a mobile phone to transact electronically - thus turning mobile money into practical, everyday use.

About the Role

• The Customer Service Representative is responsible for answering incoming calls from various customers in a pleasant and professional manner.
• Understand different Paga products and services and effectively answer customers appropriately.
• The individual will be expected to fill out customer complaint forms and follow the complaint resolution process and assist all Paga customers.
• Also perform miscellaneous tasks as directed by the Customer Care Manager or Supervisor.

Key Responsibilities

• Deal directly with customers via telephone, chat and face-to-face
• Monitor call tracking for responses/feedback from other units for call returns done in a timely fashion
• Document all calls with regards to clients enquiries accurately for reporting purpose
• Respond promptly to customers enquiries
• Handle and resolve customer complaints
• Direct requests and unsolved issues to designated resource
• Weekly Agent outlet visitations
• Maintain and hand-in weekly report of activities
• Contribute to team efforts by accomplishing related results as needed
• Follow-up on customer interactions within a 24-hour period
• Resolve customers’ complaints and enquiries regarding products and services.
• Other roles as assigned by the call centre supervisor.

Requirements

• University Degree or HND equivalent
• Must have completed the mandatory NYSC
• 1-2 years’ work experience in a call centre and customer service environment
• Knowledge of customer service principles and practices
• Ability to recognize and manage assertive and irate customers
• Good product knowledge
• Strong customer interface
• Computer literate with ability to capture data accurately and timely

Key Competencies:

• Strong communication skills – verbal and written

• Interpersonal skills

• Customer focused skills

• Listening skills

• Telephone skills

• Attention to detail and accuracy

• Flexibility

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