Senior Customer Service Advisor, Remote

We serve more than two million consumer, small business and commercial clients. Our commercial banking group lends to manufacturers, health systems and real estate developers. Founded in 1950, we now have 4,700 employees.

The position:

Masonrun Financial is hiring for its operations team in Lagos. Full-time and part-time shifts available. You can work from home anywhere in Nigeria. We have no office requirement.

Your responsibilities:

• Meet targets for handle time, quality score and customer satisfaction.
• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.

Qualifications:

• 5-7 years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.

Nice to have:

• Experience handling escalations.
• Zendesk, Five9 or Genesys experience.

Schedule: Four 10-hour shifts, rotating weekend day

Salary range: ₦390,000 to ₦480,000 pcm

Pay and benefits:

• Medical cover.
• Pension contribution.
• Annual leave.
• Lunch provided.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Masonrun Financial.