Customer Service Week: 3 Roqqu Customer Support Staff Share Their Experiences

For customer service week, we had the privilege of sitting down with three of our dedicated support staff, who shared their experiences, from what motivates them to their most memorable experience with a customer.

Tule Onuh [Customer Service Officer]

On average, how many people do you chat with daily, and what’s it like?

I chat with an average of 100 people daily. It can be very challenging, especially because you must put the customer first and address their needs. Some customers also prove very stubborn, and you have to find a way to resolve their issues without stressing them.

What is your most memorable experience with a customer?

I had to do a transfer of assets for a customer. I loved every bit of my interaction with them because it went smoothly, and she was so polite. She made it super easy for me to resolve her issue. She even called me to pray for me, and it was honestly the highlight of my week.

What’s the most challenging part about talking to people every day?

To be honest, that would be customers who are not willing to accept their mistakes. A lot of times, they use the wrong network to make their transactions, and when you try to explain to them, they get agitated and call us different names on social media.

Joy Banks-Akinnugba [Customer Support Officer]

What are the things that keep you going? How do you stay motivated?

That’d be my work environment. My colleagues are the most incredible support, and that makes working fun. The customers considerably because I want to help resolve their issues immediately. I also love my job, so getting motivated comes easy.

Do you have any tips for the customer to address their issues faster?

Yes. They should identify their problem and communicate it clearly. They often do not even know what they did wrong or what the issue is. If they can identify their problem, their issue will be resolved faster. They should also have any supporting documents we might need ready.

What is your most memorable experience with a customer?

Yes. There was a customer who had issues sending out a token, and it ended up not being sent. I was able to stop him from getting scammed because there was a huge volume of Crypto involved. He was so thankful after I rectified the issue.

Do you enjoy working with your team, and how many people are on your team?

Our team, currently a group of five with a new addition, embodies the spirit of collaboration. Working with them is not only enjoyable but also makes our tasks more manageable. We support and learn from each other, creating a positive and productive work environment.

Precious Itohan [Coin Resolution Officer]

What’s the most challenging part about talking to people every day?

Interacting with difficult customers can be challenging, but our staff’s resilience shines through. Even when some customers may not want to listen, our team remains patient and professional, ensuring that every issue is addressed with care and respect.

On average, how many escalations do you resolve in a day?

I resolve over 100 escalations per day.

Do you have any tips for customers to get their complaints addressed faster?

Yes. They should communicate their complaints clearly and concisely and try to be more polite instead of resorting to derogatory terms. It would help a little bit.

How long did you think you would work in customer support, and have you surpassed it?

Yes. I thought I would work in customer support for a year, and now it’s been over a year.