Customer Service Adviser

Regulators examine us regularly, and risk, audit and compliance make up a large part of the staff. Lagos National Bank is a regional bank with over 200 branches and 210 employees across Lagos State. Banking holidays are paid days off.

The position:

This is a backfill for a team member who moved to another team. Lagos National Bank is hiring for its Member Services team in Lagos. Full-time and part-time shifts available. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Fully remote. You can work from anywhere in Nigeria.

Day to day:

Escalate complaints that need a supervisor or another department. Call customers back on open issues within the promised timeframe. Answer inbound calls, live chats and emails from a queue. Process returns, exchanges, refunds and address changes. Meet targets for handle time, quality score and customer satisfaction. Notice repeat problems and report them to your team lead.

Minimum qualifications:

2+ years of customer service, retail, hospitality or call centre experience. Able to sit at a workstation and wear a headset for a full shift. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Basic computer skills (Windows, Outlook, web browsers). High school diploma or GED.

Preferred:

Knowledge of e-commerce order systems such as Shopify. Bilingual English and Spanish (pay differential). Zendesk, Five9 or Genesys experience. Experience handling escalations.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Compensation: ₦300,000 - ₦410,000 per month

What we offer:

Medical cover. Pension contribution. Annual leave. 13th month salary. Life cover.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Lagos National Bank.