Customer Service Representative

Netzence Sustainability Limited, a sustainability technology and management firm focused on carbon emissions reduction, climate action, and UN SDGs, is recruiting a Customer Service Representative (FinTech). This role will deliver frontline customer support, ensuring clients receive quick, helpful assistance with technical products while driving customer satisfaction and retention.

Key Responsibilities

• Frontline Customer Support: Handle day-to-day customer service inquiries, resolving product and service issues in a polite, efficient, and timely manner.

• Issue Resolution & Escalation: Troubleshoot customer complaints and escalate complex technical issues to higher support tiers or engineering teams when needed.

• KYC & Documentation: Maintain accurate records of customer interactions, handle Know Your Customer (KYC) documentation/reports, and track user feedback.

• Operational Excellence: Implement customer support processes to improve satisfaction scores, stay updated on new FinTech product features, and drive customer retention.

Requirements & Qualifications

• Education: Relevant Tertiary Degree or Diploma.

• Experience: 1 to 3 years of work experience in customer service operations, preferably with exposure in a team lead or managerial capacity within small to medium-sized organizations.

• Mandatory Sector Background: Proven experience in the FinTech or service industry, handling both standard and high-net-worth/high-end clients.

• Skills & Languages: Strong computer literacy and fluency in English. Proficiency in native Nigerian languages is an added advantage.

Core Competencies

• Excellent interpersonal, verbal, and written communication skills.

• Strong problem-solving abilities with high patience and empathy.

• Customer-first mindset dedicated to service excellence and account retention.