Customer Service Representative.

About the Role

We are looking for a friendly and professional Customer Service Representative to serve as the first point of contact for our customers. You will handle inquiries, resolve complaints, provide product and service information, and ensure that every customer interaction leaves a positive impression of our brand.

In this role, you will communicate with customers through multiple channels including phone, email, live chat, and social media. You will accurately document interactions, escalate complex issues to the appropriate teams, and follow up to ensure timely resolution.

The ideal candidate has excellent communication skills, a genuine desire to help people, patience in handling difficult situations, and the ability to thrive in a fast-paced, customer-facing environment.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media channels.
• Resolve customer complaints and issues by identifying the root cause, providing appropriate solutions, and following up to ensure satisfaction.
• Provide accurate information about products, services, pricing, and company policies.
• Document all customer interactions, transactions, and complaints in the CRM or ticketing system.
• Escalate unresolved or complex issues to senior team members or relevant departments in a timely manner.
• Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores.
• Identify recurring customer pain points and communicate feedback to the product or operations team for improvement.

Requirements

• Minimum of an OND, HND, or Bachelor's degree in any discipline.
• At least 1 year of experience in a customer service, call centre, or client-facing role.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with a patient, empathetic approach to customer interactions.
• Familiarity with CRM software (e.g., Zendesk, Freshdesk, Salesforce) and basic computer proficiency.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Professional phone etiquette and active listening skills.
• Willingness to work flexible hours, including weekends and holidays if required.

Nice to Have

• Fluency in one or more Nigerian languages (Yoruba, Igbo, Hausa, Pidgin) for serving diverse customer bases.
• Experience with live chat and social media customer support tools.
• Knowledge of the specific industry the company operates in (e.g., fintech, e-commerce, telecoms).
• Customer service certification or training.