The Customer Service Representative will deliver exceptional support to clients, respond to inquiries via phone, email, and chat, resolve issues promptly, maintain CRM records, handle back-office queries, support technical troubleshooting, deal with complaints, meet performance targets, and upsell/cross-sell value-added services.

• Job Location: Lagos, Lagos, Nigeria (Hybrid)
• Employment Type: Full-Time
• Salary: Not stated

Our client is a global online trading and Forex investment group with over 20 years of experience empowering traders and investors across fast-growing markets. A pioneer in online Forex trading, they provide reliable, regulated access to financial markets for millions of clients worldwide. The group supports over 2 million clients across more than 150 countries, operating from regulated centres across Europe, Asia, and Africa. They foster an energetic, diverse culture offering early responsibility, continuous learning, and career growth.

• Respond to customer inquiries via phone, email, and chat.
• Provide accurate information regarding products, services, and policies.
• Resolve customer issues promptly and professionally.
• Maintain detailed records of customer interactions in CRM systems.
• Collaborate with internal teams to ensure customer satisfaction.
• Identify and escalate priority issues when necessary.
• Handle back-office queries.
• Support clients with technical and troubleshooting issues.
• Deal with complaints of a varying nature promptly and effectively.
• Meet set performance targets (response time, resolution rate, customer satisfaction).
• Upsell and cross-sell to clients by adding value-added services to improve client retention, acquisition, and loyalty.

• Fluency in English (spoken and written).
• Previous experience in customer service or a similar role is an advantage; knowledge of financial markets is an advantage.
• Strong communication, soft-selling, and interpersonal skills.
• Ability to work efficiently under pressure.
• Ability to multitask and work in a fast-paced environment.
• Familiarity with CRM systems and support tools is a plus.
• Problem-solving mindset and attention to detail.
• Knowledge of any other languages is an advantage.

How to Apply:
Interested candidates should Apply here.

Why this job might be a good fit:
This role is ideal for a customer-focused professional in Lagos who enjoys upselling and cross-selling while providing exceptional support. It offers hybrid work, exposure to the global Forex industry, and the chance to work with a diverse, fast-growing team. Financial market knowledge is an advantage.

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