CLIENT SUPPORT PERSONNEL AT SMARTSEND FINANCE | CLIENT SUPPORT PERSONNEL JOBS IN NIGERIA

About Company:

SmartSend is dedicated to transforming the remittance landscape for Nigerians and Africans in the Diaspora. Our mission is to provide a reliable, fast, and cost-effective solution for money transfers. With our licensed operations and cutting-edge technology, we ensure that your funds reach your loved ones safely and quickly.

As a licensed Money Services Business (MSB) in Canada,USA and Nigeria, we prioritize your safety and security.We leverage technology to enhance your transfer experience.
We are committed to supporting communities and families across borders.

Job Description:

• The Client Support Personnel will serve as the first point of contact for customers, managing inquiries, resolving issues, and ensuring a seamless user experience across all service channels.
• This role is critical to maintaining customer trust, operational efficiency, and service excellence in a fast-paced FinTech environment.

Key Responsibilities
Customer Support & Engagement:

• Serve as the primary contact for customer inquiries via email, chat, and phone.
• Deliver prompt, professional, and empathetic responses to customer concerns.
• Manage high volumes of customer interactions while maintaining service quality.

Issue Resolution & Escalation:

• Investigate and resolve customer issues including failed transactions, delays, account access issues, and general platform concerns.
• Escalate complex or sensitive issues to relevant teams.
• Follow through on escalated cases to ensure timely resolution and customer satisfaction.

Transaction & Payment Support:

• Support customers with transaction tracking, reversals, and payment-related inquiries.
• Identify and flag suspicious or unusual transaction patterns where necessary.
• Liaise with internal teams to resolve transaction discrepancies efficiently.

Client Onboarding & KYC Support:

• Assist customers with onboarding and account setup processes.
• Support KYC documentation submission and verification processes.
• Ensure all onboarding data is complete, accurate, and compliant with internal standards.

Documentation & Systems Management:

• Maintain accurate records of all customer interactions using CRM/ticketing systems.
• Update internal knowledge base, FAQs, and support documentation.
• Generate basic reports on customer issues, trends, and service performance.

Service Quality & Continuous Improvement:

• Ensure compliance with defined Service Level Agreements (SLAs).
• Monitor recurring issues and provide feedback for process and product improvement.
• Contribute to initiatives aimed at improving customer experience and operational efficiency.

Requirements:

• Bachelor’s Degree in Business Administration, Mass Communication, Finance, or related field.
• Applicants must be resident in Nigeria.
• Minimum of 2–4 years’ experience in customer support, client service, or operations.
• Experience in FinTech, Banking, Payments, or Digital Financial Services is highly preferred.
• Experience using CRM tools is an advantage.

Skills & Competencies:

• Strong written and verbal communication skills.
• Excellent problem-solving and analytical ability.
• High attention to detail and accuracy.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong customer-centric mindset and emotional intelligence.
• Basic understanding of digital payments and financial systems.

Salary

Application Closing Date: 27th May, 2026

Application Instructions:

Candidates should send their CV and a brief cover letter to: careers@smartsendfinance.com using the job title as the subject of the mail