Customer Support Associate

Responsibilities:

• Respond to customer queries across phone, live chat, email and social media.
• Log, track and escalate cases using our service desk.
• Stay professional and courteous with every customer, on every channel.
• Guide customers through our self-service help resources and walk them through simple troubleshooting.
• Manage and prioritise several open cases at once.
• Escalate issues to the right internal teams and follow up until they are resolved.
• Keep customers updated on the status of their cases.
• Follow company procedures, service standards and response time targets (SLAs) at all times.

Requirements:

• OND, HND, or BSc in any field.
• 0 to 1 year of customer service experience. Internships, NYSC placements and part-time roles count.
• Strong spoken and written English. Knowledge of Pidgin, Hausa, Yoruba, or Igbo is a plus.
• Familiarity with sports betting or online gaming is a plus
• Comfortable using social media platforms and basic computer tools.
• Willingness to work rotating shifts, including mornings, afternoons, evenings, weekends, and public holidays.
• Patience, empathy and a calm attitude with frustrated customers.
• Ability to understand a problem, explain it clearly, and find a solution.
• A quick learner who can keep up in a fast-paced environment.
• A team player who is also self-motivated.
• Ability to follow guidelines and work towards set targets (KPIs).
• Experience with support tools like Freshdesk, Zendesk, or Jira is a plus, but not required.
• Must be based in Abuja and able to work from our office.
• Employment is subject to background checks, as required by law for this role.