Customer Support Representative

Responsibilities:

• Multi-Channel Player Support: Provide frontline assistance across multiple platforms, including live chat, email, phone, and in-game support channels.
• Problem Resolution: Troubleshoot and resolve complex player inquiries, technical glitches, and account issues efficiently.
• Performance Excellence: Consistently meet and exceed operational KPIs, including response time, resolution speed, and CSAT (Customer Satisfaction) scores.
• Data Logging & Tracking: Accurately log customer interactions, track recurring technical bugs, and record player feedback using CRM systems.
• Issue Escalation: Partner with team leads and specialized technical teams to escalate and track unresolved complex service issues.
• Compliance & SLAs: Ensure strict adherence to company operational policies, security protocols, and Service Level Agreements (SLAs).

Requirements:

• Minimum of a Bachelor’s degree from a Top 10 University in Nigeria
  
• 1–3 years of experience in a customer service, technical support, or client-facing operations role.
• Multi-Channel Proficiency: Hands-on experience delivering support across chat, email, phone, and in-game support channels.
• Technical Tooling: Experience working with CRM and ticketing software (e.g., Zendesk, Freshdesk, Salesforce, or similar platforms).
• Core Competencies: Exceptional written and verbal communication skills, sharp analytical problem-solving abilities, and strong conflict-resolution skills.
• Adaptability: Ability to multitask effectively, manage high inquiry volumes, and maintain composure under pressure.
• Flexibility: Comfortable working in a fast-paced, tech-driven environment, including availability for flexible shift rotations.
• Bonus: A strong passion for video games or active familiarity with the gaming industry.