Customer Service Support
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Job summary
We are looking for a skilled and proactive Customer Support Representative to join our customer operations team. This role requires a customer-focused individual capable of delivering fast, empathetic, and efficient support, resolving player inquiries, and maintaining high customer satisfaction levels in a fast-paced gaming environment.
Min Qualification:
Degree
Experience Level:
Entry level
Experience Length:
1 year
Language Requirement:
English
Working Hours:
Full Time - Rotating Schedule
Applicant Location:
Lagos, Nigeria
Job descriptions & requirements
Responsibilities:
- Provide frontline customer support across multiple channels (live chat, email, phone, and in-game support).
- Troubleshoot and resolve player inquiries, technical issues, and account complaints promptly.
- Maintain service standards and hit operational KPIs, including response time, resolution time, and CSAT scores.
- Accurately log and track customer interactions, recurring issues, and feedback in CRM systems.
- Escalate complex or unresolved service issues to team leaders or specialized internal teams.
- Ensure strict compliance with company policies, operational standards, and service level agreements (SLAs).
Requirements:
- Minimum 1–3 years of experience in customer service or technical support roles.
- Experience handling multi-channel customer support (chat, phone, email, and in-game support).
- Hands-on experience with CRM systems and ticketing software (e.g., Zendesk, Freshdesk, or similar).
- Strong communication, problem-solving, and conflict-resolution skills.
- Ability to multitask, manage high inquiry volumes, and handle high-pressure situations calmly.
- Comfort working in a fast-paced, tech-driven environment, including availability for flexible shift rotations.
- A strong passion for gaming or familiarity with the gaming industry is a plus.
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