Remote User Support Representative Needed at Migo
Job Description
About Us
Migo is a technology company that provides inclusive digital solutions for underserved communities. The company operates in two main areas: Fintech (Nigeria & Brazil):
Migo offers an embedded lending platform that allows banks, mobile operators, and merchants to extend instant digital credit to customers without traditional credit history. By leveraging machine learning and partner data, Migo makes financial services accessible to millions of underbanked individuals, helping them meet everyday needs and grow businesses.
Digital Content Delivery (Indonesia & Southeast Asia):
Through its Migo Download Stations, the company enables affordable offline access to entertainment, education, and digital content in local communities where internet connectivity is limited or expensive.
Migo is committed to bridging the digital divide by making prosperity, education, and entertainment accessible to everyone, regardless of income or connectivity barriers.
Job Description
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.
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
Qualifications:
- 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 Ideal Candidates 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.
Desired Skills and Experience
- 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