Customer Support Representative

At Fido, we are building the future of finance in Africa, powered by advanced technology, data driven decision making and bold thinking.
Through AI, Cutting-edge data science and automation, we’re redefining how people access and experience financial services. Our goal is to make finance simple, smart and accessible, giving everyone the confidence to take charge of their financial story.

Joining Fido is an opportunity to drive real impact, solve meaningful problems and contribute to building a future where millions have the tools to create, grow and thrive.

• Manage large numbers of inbound and outbound calls in a timely manner.
• Respond appropriately to customers' emails.
• Validate customer data and documents and other KYC requirements for decision making.
• Follow communication “scripts” when handling different topics.
  
• Identify customers’ needs, clarify information, investigate and provide relevant solutions.
  
• Seize opportunities to upsell the company's product when they arise.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets.
  
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  
• Guide customers through troubleshooting and using products or services.
• Collaborate with other Team members to improve customer service.
  
• Diligently perform other official tasks assigned to you.

• Bachelor’s Degree/HND qualification.
  
• Proficiency in MS Office Applications; ability to use excel in generating reports is a plus.
• Strong written and verbal communication.
  
• Great active listening skills.
  
• Exceptional interpersonal and rapport building skills.
  
• A patient and empathetic attitude.
  
• Strong time management and organizational skills.
  
• Adaptability and flexibility.
  
• Ability to work in a fast-paced environment.
  
• Unquestionable integrity in handling sensitive and confidential information.
• Experience working with a helpdesk management tool (Zendesk, Freshdesk, etc.) will be an added advantage.