User Support Representative

As a User Experience Representative at Migo, you will report directly to the User Experience Supervisor. You will be responsible for receiving incoming calls from customers and answering questions, receiving complaints and troubleshooting to find a resolution. You will be responsible for ensuring that those who call the helpline are properly supported with accurate information and timely first contact resolution.

Key Responsibilities:


Respond to inbound calls, providing timely support and detailed information to customers
Document interactions accurately in our CRM (Zoho)
Identify and report product anomalies and recurring issues to supervisors
Ensure excellent customer experience across channels, adhering to quality assurance standards
Resolve issues promptly, escalating complex matters to relevant teams
Provide regular customer updates until issues are resolved
Collaborate with the inbound team to minimise abandoned calls
Perform additional tasks as assigned by the User Support Supervisor


Requirements


0-1 year work experience
Excellent typing skills (speed and accuracy)
Strong written and oral communication skills with proper grammar
Effective listening and analytical skills
Good time management and multitasking abilities
Ability to collaborate with others and maintain positive relationships


Work Structure and Ideal Candidate Profile:


Flexible about working hours: 8 hours/day (with 1-hour break), anytime between 8am-8pm, depending on shift schedule
Available to work 5 days/week, including potential weekends and public holidays
Willing to adapt to night shifts, if required in future
Possesses 1-6 months of customer service experience in a structured call center environment
Recent NYSC graduates are encouraged to apply.