Senior Customer Service Advisor

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 new position created as the team has grown over the last year. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Fully remote. You can work from anywhere in Nigeria. We use Slack, Notion and Google Meet. Cameras on for team calls.

Job duties:

Update customer records accurately. Notice repeat problems and report them to your team lead. Answer inbound calls, live chats and emails from a queue. Complete required training and quality coaching sessions. Meet targets for handle time, quality score and customer satisfaction. Escalate complaints that need a supervisor or another department. Look up orders, accounts and shipping status in the CRM and order system. Process returns, exchanges, refunds and address changes.

Minimum qualifications:

7+ years of customer service, retail, hospitality or call centre experience. Typing speed of at least 35 WPM. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Must pass a background check. Comfortable using multiple screens and systems at the same time. Reliable attendance. Schedule adherence is tracked.

Preferred:

Prior billing or insurance call centre work. Knowledge of e-commerce order systems such as Shopify. Experience handling escalations. Chat support experience.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Salary: ₦380,000 - ₦450,000 pcm

Compensation and benefits:

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

Applications are reviewed weekly.

Start: Immediately.

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