13 Mar 2022

Customer Service Representative at iPay

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Job Description


  • Answer inbound calls in a more professional manner and provide information about products and services or resolve issue on first contact (FCR)
  • Identify and assess customers’ needs and provide a solution to delight them
  • Responsible for assisting customers to process their orders or cancel and capture details in the ticketing system/CRM
  • Process orders, applications, and forms
  • Handle complaints, provide appropriate solutions and alternatives in a timely manner
  • Follow up on customers’ and their complaints; ensuring that customers’ requests are addressed accordingly
  • Resolve customer complaints via phone, email, live chat, or social media
  • Keep records of interactions and transactions of customers, keeping records of details of customers’ complaints, inquiries, and comments in the ticketing system/CRM
  • Build sustainable relationships of trust through open and interactive communication
  • Make outbound calls and close others or deals when needs be
  • Identify tasks critical to keeping customer satisfaction levels in check
  • Achieve all your KPIs and targets assigned within the month/quarter
  • Ensure maximized productivity and minimized costs
  • Network with various departments and groups that are involved in customer support, orders, delivery, and processing
  • Render administrative support to other customer care team members when the need arises, or as instructed
  • Assist in coaching and developing new hires during buddying/nesting
  • Encourage and motivate team members for continuance of quality service delivery
  • Any other task assigned by your immediate supervisor


  • Minimum of a First Degree in any related field
  • Must be self‐motivated and able to prioritize between assignments.
  • Must have strong telephone etiquettes

Method of Application

Please send your applications at [email protected]

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