Customer Service Specialist

Job title : Customer Service Specialist

Role Description

• The Customer Service Specialist is a full-time, on-site role based in Lagos State, Nigeria.
• This role is responsible for handling customer inquiries via phone, email, and other channels, ensuring timely and accurate responses.
• The specialist will resolve issues, provide product and service information, and maintain detailed records of customer interactions.
• Day-to-day tasks include monitoring customer feedback, supporting escalation processes, and collaborating with internal teams to improve overall customer experience.
• The role also involves following established service procedures, maintaining professional communication standards, and contributing to continuous improvement of customer support processes.

Key Responsibilities

• Support customers across live chat, email, phone, WhatsApp, and in-app messaging
• Troubleshoot technical issues and escalate bugs to product and engineering teams
• Measure and improve customer satisfaction (CSAT, NPS, CES)
• Create and maintain knowledge base articles, FAQs, and help documentation
• Support customer onboarding, training, and product adoption
• Handle escalations from frustrated customers and manage expectations
• Use customer feedback and data to drive process improvements
• Collaborate with product and engineering teams to resolve issues and communicate fixes.

Qualifications

• Candidates should possess strong Customer Service and Customer Support skills, with the ability to manage inquiries and resolve issues effectively.
• Candidates should possess experience in enhancing Customer Satisfaction and Customer Experience through empathetic, solution-focused interactions.
• Candidates should possess excellent Phone Etiquette and clear verbal and written communication skills.
• Candidates should possess proficiency in using customer relationship management (CRM) or ticketing systems and basic office software.
• Candidates should possess strong problem-solving abilities, attention to detail, and the capacity to work in a fast-paced, client-focused environment.
• Candidates should possess a high school diploma or equivalent; a tertiary qualification in business, communications, or a related field is an advantage.
• Candidates should possess prior experience in customer-facing roles; experience within technology or consulting environments in Africa is beneficial.

What We're Looking For:

• 2+ years of customer support or customer experience experience, preferably in SaaS, web, mobile, or ERP
• Experience with CX platforms such as Zendesk, Freshdesk, Intercom, or HubSpot Service Hub
• Strong troubleshooting and escalation management skills
• Experience with CSAT/NPS measurement and customer feedback programs
• Excellent written and verbal communication skills
• Ability to work shifts, weekends, or on-call rotations across time zones
• Fluent in English; French or Spanish is a plus.