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.

PRIMARY 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 center supervisor.

KEY COMPETENCIES

• Strong communication skills – verbal and written
• Interpersonal skills
• Customer focused skills
• Listening skills
• Telephone skills
• Attention to detail and accuracy
• Flexibility

KNOWLEDGE AND SKILL REQUIREMENTS 

• 1-2 years’ work experience in a call center 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
• Bachelor’s degree with a minimum of a 2:1 or equivalent
• Must have completed the mandatory NYSC