Customer Support Associate Job at Roqqu in Lagos – Cryptocurrency Exchange

Roqqu is a leading indigenous owned cryptocurrency exchange in Nigeria. Our platform offers various services including buying, selling, swapping, sending, and receiving Bitcoin and other cryptocurrencies, as well as quick crypto to Naira withdrawals.

Roqqu is an equal opportunity employer and values diversity in the workplace. We encourage applications from individuals of all backgrounds.

Customer Support Associate Job Summary

Job Overview

• We are seeking a Customer Support Associate to join our team.
• The ideal candidate must have experience in banking, account reconciliation, and exceptional customer service skills.
• The primary responsibility of this role is to provide timely and accurate support to customers, addressing inquiries, resolving issues, and ensuring customer satisfaction.

Key Responsibilities

• Provide prompt and courteous assistance to customers via various communication channels. including phone, email, and live chat. Address customer inquiries, concerns, and complaints promptly and professionally.
• Account Reconciliation: Perform account reconciliation tasks to ensure the accuracy and integrity of customer accounts. Identify and resolve discrepancies promptly and communicate findings to relevant stakeholders.
• Investigate and resolve customer issues, such as transaction disputes, account discrepancies, and payment processing errors, in a timely and efficient manner. Escalate complex issues to appropriate teams or management as needed.
• Maintain accurate and detailed records of customer interactions, transactions, and issue resolutions. Ensure compliance with data protection and privacy regulations in handling customer information.
• Collaborate with cross-functional teams, including operations, finance, and compliance, to address customer needs, streamline processes, and improve service delivery.

Qualifications

• Bachelor’s Degree in Business Administration, Finance, or related field preferred.
• Minimum of 2 years of experience in banking operations.
• Experience with account reconciliation and financial transactions.
• Excellent communication skills, both verbal and written.
• Ability to multitask, prioritize workload, and work effectively in a fast-paced environment.
• Exceptional problem-solving skills and attention to detail.
• Commitment to providing outstanding customer service and building positive customer relationships.