Customer Service Executive

2 weeks ago

Lagos, Lagos, Nigeria Tetradpay Full time

TetradPay is seeking a detail-oriented and customer-focused Customer Service Officer with strong data handling skills and prior experience in the fintech space. The ideal candidate will be responsible for managing customer inquiries across chat channels, resolving transaction-related issues, and supporting internal teams with accurate reporting and insights.

Key Responsibilities

Responsibilities


•⁠ ⁠Monitor, track, and escalate payment issues to ensure timely resolution.


•⁠ ⁠Maintain accurate transaction records and support backend reconciliation processes.


•⁠ ⁠Review and validate payment transactions to ensure successful completion.


•⁠ ⁠Reconcile transaction data and ensure accuracy across operational records.


•⁠ ⁠Update internal systems to reflect finalized and successful transactions.


•⁠ ⁠Provide customer support and resolve payment-related inquiries through official support channels.


•⁠ ⁠Communicate proactively with customers regarding payment statuses and resolutions.


•⁠ ⁠Escalate unresolved or exceptional payment cases for further investigation and action

⁠
•⁠ Use Microsoft Excel extensively for data tracking, reconciliation, reporting, and performance analysis.

Qualifications


•⁠
Minimum of 2 to 5 years' experience in a Customer Service or Support role within the fintech or financial services industry.


•⁠ ⁠Proven experience handling chat-based customer support (live chat, messaging platforms, or ticketing systems).


•⁠ ⁠Strong proficiency in Microsoft Excel (formulas, pivot tables, data analysis, and reporting).


•⁠ ⁠High level of comfort working with data, numbers, and transaction-related information.


•⁠ ⁠Excellent written communication skills with a strong customer-first mindset.


•⁠ ⁠Ability to multitask, prioritize, and work efficiently in a fast-paced environment.


•⁠ ⁠Strong problem-solving skills and attention to detail.


•⁠ ⁠Familiarity with CRM or ticketing tools (e.g., Zendesk, Freshdesk, Intercom) is an added advantage.

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