Customer Support Agent
Easy apply
Job summary
We are seeking a dedicated and tech-savvy Customer Support Agent (Voice & Web Chat) to be the first point of contact for our customers. You will play a crucial role in shaping the customer experience by resolving inquiries through inbound phone calls and real-time web chat. The ideal candidate is a patient communicator, a quick learner, and passionate about helping others.
Min Qualification:
HND
Experience Level:
Mid level
Experience Length:
3 years
Job descriptions & requirements
Responsibilities:
Customer Interaction (Primary):
- Handle a high volume of inbound customer inquiries via phone and web chat in a professional, timely, and empathetic manner.
- Provide accurate information about products, services, order status, and company policies.
- Diagnose customer issues, troubleshoot technical problems, and provide step-by-step solutions.
- Process orders, forms, applications, and requests efficiently.
- De-escalate tense situations with frustrated customers, offering patience, understanding, and solutions.
- Meet or exceed personal and team targets for key metrics such as quality, CSAT, response time, and handle time.
Operational Excellence:
- Accurately document all customer interactions, comments, and complaints in the CRM system.
- Follow communication scripts and procedures while personalizing the interaction for a natural flow.
- Escalate complex issues to the appropriate internal teams with clear, concise notes.
- Stay up-to-date with new product information, promotions, and procedural changes.
- Adhere to company policies and privacy guidelines at all times.
Requirements:
- BSC or HND degree and a minimum of 3 years of proven experience in a customer-facing support role.
- Experience using popular CRM tools like Zendesk, Salesforce, or Freshdesk is a plus.
- Experience supporting customers in both voice and digital channels is preferred, as is familiarity with the Fintech, SaaS, or E-commerce industries.
- Exceptional written and verbal communication skills with impeccable grammar for chat.
- Ability to actively listen, understand customer needs, and respond with clarity.
- Strong analytical skills and a solution-oriented mindset are essential.
- Must have basic technical proficiency to navigate multiple software systems simultaneously and a typing speed of at least 40-50 WPM.
- Empathetic and patient, remaining calm under pressure.
- Adaptable and quick learner who thrives in fast-paced environments.
- Team player who collaborates effectively and a self-motivated individual who can maintain high productivity independently.
Location: Onsite (Lagos)
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