Live Chat Agent - Ilorin, Kwara State - Trade W

Description

Company Description

Trade W is a leading multi-asset trading platform with over eight years of industry experience. We provide secure, convenient, and efficient trading solutions to over 5 million active users globally. Offering a wide range of CFD trading services, including forex, cryptocurrency, stocks, indices, metals, and commodities, we strive to empower users with accessible tools, knowledge, and opportunities. Based on advanced technology and a world-class trading environment, we ensure a seamless, efficient, and transparent experience for every user. Our vision is to build an open, inclusive, and future-focused global trading ecosystem.

Role Description

This is a full-time role for a Live Chat Agent (Zendesk) - Hausa Speaker. The Live Chat Agent will be responsible for handling customer inquiries, providing assistance through live chat, resolving issues, and ensuring customer satisfaction. This role requires managing multiple chat sessions simultaneously, maintaining accurate records, and following up on customer requests. Additionally, the agent will need to provide support for various services offered by Trade W. This is an on-site role located in Ilorin.

Salary:
₦80,000 – ₦120,000 (depending on skills and experience, determined after interview)

Working Hours:
09:00 – 18:00 WAT (GMT+1)

Benefits:

1. Quarterly performance bonus
2. Transportation allowance
3. Opportunity to work in an international company

Responsibilities

• Manage and resolve customer complaints promptly, providing appropriate solutions and ensuring timely follow-up until closure.
• Verify customers' original data certificates.
• Communicate with customers via live chat, accurately identify their needs, provide guidance, and resolve inquiries effectively.
• Maintain organized records of daily customer interactions.
• Track, prioritize, and close customer requests while keeping clear, concise, and helpful documentation within the system.
• Collaborate with other departments to escalate and resolve complex issues as needed.

Requirements:

• Proficient in Zendesk live chat support.
• Fluent in Hausa (speaking and writing – mandatory).
• Must have completed NYSC.
• Own a personal laptop and be able to operate it efficiently.
• Willing to work onsite in Ilorin (Monday to Friday, 9:00 AM – 6:00 PM, with 1-hour break).
• Strong communication skills in English and Hausa (professional level – mandatory).
• Ability to work effectively under pressure in a fast-paced environment.
• Friendly, approachable personality with a positive work attitude.
• Prior experience in a fintech company is essential.
• Knowledge of Forex and Cryptocurrency is required.
• Experience in apps or internet companies is an advantage.
• Strong self-learning ability and adaptability.
• Proficient in Microsoft Excel.
• Fast and accurate typing skills.
• Excellent communication skills with the ability to convey information clearly and empathetically.
• Strong multitasking, prioritization, and time-management abilities.
• Detail-oriented with strong organizational skills.
• Problem-solving mindset with a genuine passion for customer support.