Call Centre Representative

iRecharge Tech-Innovations Limited is a CBN licensed Fintech company focused on cross-border payment processing, bill payments and agency banking.

We are recruiting to fill the position below:

Job Position: Call Centre Representative
Job Location: Wuse, Abuja (FCT)
Employment Type: Full-time

Job Summary

• We are looking for experienced and customer-focused Call Centre Representatives to join the iRecharge team.
• The successful candidates will be responsible for handling inbound and outbound customer interactions, resolving customer issues, providing accurate information, and ensuring a positive customer experience across all communication channels.
• This role requires candidates who are comfortable working both morning and night shifts and can maintain a high level of professionalism, accuracy, and responsiveness in a fast-paced contact centre environment.

Shift Pattern:
The role operates on a rotating 3-on, 3-off shift schedule:

• 3 days Morning Shift
• 3 days Night Shift
• 3 days Off
• The cycle continues on a rotating basis.

Candidates must be willing and available to work both morning and night shifts, including weekends and public holidays when scheduled.

Key Responsibilities

• Handle a high volume of inbound and outbound customer calls professionally and efficiently.
• Respond to customer enquiries, complaints, and requests while providing accurate and timely resolutions.
• Assist customers with account, transaction, payment, product, and service-related enquiries.
• Identify customer needs and provide appropriate solutions or escalate issues where necessary.
• Maintain a high level of customer service and professionalism during every interaction.
• Follow established call centre scripts, procedures, escalation processes, and service standards.
• Accurately document customer interactions, complaints, resolutions, and follow-up actions in the relevant CRM or support system.
• Escalate unresolved or technical issues to the appropriate team while ensuring proper follow-up.
• Handle difficult or dissatisfied customers calmly and professionally.
• Protect customer information and maintain confidentiality at all times.
• Meet assigned customer service, quality, productivity, and response-time targets.
• Work effectively during both morning and night shifts.
• Collaborate with other departments to resolve customer issues and improve the overall customer experience.
• Keep up to date with iRecharge products, services, processes, and policies.
• Provide feedback on recurring customer complaints and service issues to help improve processes.
• Perform other customer service-related duties as assigned.

Requirements

• Minimum of 2 years of experience in a call centre, contact centre, customer service, or customer support role.
• Previous experience working in an organisation with a structured and established call/contact centre operation is strongly preferred. telecommunications companies, or similar organisations are encouraged to apply.
• Experience handling a high volume of customer interactions is highly desirable.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Good telephone etiquette and customer service skills.
• Ability to remain calm and professional when dealing with difficult customers.
• Good computer literacy and ability to work with CRM, ticketing, call centre, or customer support systems.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to follow procedures and escalation protocols.
• Must be willing to work morning and night shifts on a rotating schedule.
• Must be willing to work weekends and public holidays when scheduled.

Preferred Candidate Profile:

• We are particularly interested in candidates who have worked inestablished call centre/contact centre environments where they handled a significant volume of customer interactions and worked with structured customer service processes.
• Experience in telecommunications, banking, fintech, digital payments, e-commerce, logistics, or other high-volume customer-facing environments will be an added advantage.

Key Competencies:

• Customer Service Excellence
• Effective Communication
• Active Listening
• Problem Solving
• Patience and Emotional Intelligence
• Conflict Resolution
• Attention to Detail
• Multitasking
• Teamwork
• Adaptability
• Time Management
• Ability to Work Under Pressure.

What We Offer

• Structured shift schedule
• Professional and collaborative work environment
• Opportunities for career growth and development
• Exposure to fintech and digital payment solutions
• Employee benefits in line with company policy.