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.

Position summary:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote within Nigeria. The team meets in Lagos once a quarter, travel covered. Please make sure you have dependable internet and backup power.

Key responsibilities:

• Escalate complaints that need a supervisor or another department.
• Look up orders, accounts and shipping status in the CRM and order system.
• Call customers back on open issues within the promised timeframe.
• Follow scripts and required disclosures on recorded lines.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Minimum qualifications:

• 6+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.
• High school diploma or GED.

Preferred qualifications:

• Experience handling escalations.
• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

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

Why work with us:

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

Candidates must be eligible to work in Nigeria.

Start: Flexible.

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