Global Pay Limited is a global payment company that values financial and social inclusion. The company provides innovative payment solutions that break down physical borders, boundaries, and social status to enable everyone to enjoy financial and social inclusion.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, and social media channels.
• Resolve transaction disputes, failed payments, and account issues in line with service level agreements.
• Escalate complex technical or compliance-related issues to the appropriate internal teams.
• Maintain accurate records of customer interactions and complaints in the CRM/ticketing system.
• Educate customers and merchants on GlobalPay's products, services, and self-service tools.
• Monitor customer satisfaction metrics and contribute ideas to improve service delivery.
• Support onboarding of new merchants and guide them through account setup and verification.

Collaboration & Work Practices:

• Work closely with Operations and Settlements teams to resolve transaction issues.
• Coordinate with Compliance on KYC-related customer queries.
• Participate in shift rotations, including weekends where required.
• Contribute to team knowledge base and FAQ documentation.

Qualifications

• OND / HND / Bachelor's Degree in any discipline.
• 1-3 years of experience in a customer service or call center role, preferably in banking, fintech, or telecoms.
• Familiarity with the Nigerian payment ecosystem is an advantage.
• Fluency in English; proficiency in a local Nigerian language is a plus.

Required Skills & Technologies:

• Communication: Excellent verbal and written English communication skills
• Tools: CRM and helpdesk platforms (e.g., Zendesk, Freshdesk, HubSpot)
• Problem Solving: Strong active listening and conflict-resolution skills
• Product Knowledge: Ability to quickly learn payment products, POS, and digital banking flows
• Digital Literacy: Comfortable with basic office and messaging tools.