About this role
What we do:
Migo is an embedded lending platform that enables companies to extend credit to consumers and small businesses in their own apps. Migo builds proprietary ML algorithms to assess credit risk using the company’s data, then automates credit facilities via cutting-edge cloud infrastructure, simplifying the complex world of lending with a simple API. This way, Migo expands economic access by enabling credit for populations ignored by traditional credit bureaus, in many cases providing life-changing opportunities to lower-income customers. Migo is headquartered in San Francisco and currently operates in Nigeria and Brazil.
What you will do:
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 customers 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 call.
- Perform additional tasks as assigned by the User Support Supervisor
Requirements
Key Requirements:
- Call centre 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 centre environment
- Recent NYSC graduates are encouraged to apply.