Inbound User Experience Representative

About this role

The role is for an inbound customer support position at Migo Money Inc in Lagos, focusing on assisting customers via calls, addressing questions, complaints and technical issues. The role reports to the User Experience Supervisor and aims to provide accurate information and first contact resolution for helpline customers. Migo Money is a cloud-based platform offering credit lines to underbanked customers and helping merchants, with services delivered without hardware or cards. The job involves engaging with customers to ensure a positive experience across channels and escalating complex issues as needed.

What you would do

• Receive inbound customer calls and provide timely support
• Answer questions, address complaints and troubleshoot to resolve issues
• Document interactions in the CRM (Zoho)
• Identify and report product anomalies and recurring issues
• Ensure a high-quality customer experience across channels
• Resolve issues promptly and escalate complex matters to relevant teams
• Provide regular updates to customers until issues are resolved
• Collaborate with the inbound team to minimise abandoned calls
• Escalate and track issues to completion
• Perform additional tasks as assigned by the User Support Supervisor

What they are asking for

• Experience in a call centre or similar customer service role
• Excellent typing speed and accuracy
• Strong written and verbal communication with proper grammar
• Effective listening and analytical skills
• Good time management and multitasking abilities
• Ability to collaborate with others and maintain positive relationships
• Flexible about working hours; able to work 8 hours per day on shift between 8am and 8pm
• Available to work 5 days per week, including potential weekends and public holidays
• Willingness to adapt to night shifts if required in the future
• Recent NYSC graduates encouraged to apply

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