Customer Service Representative jobs in Nigeria

Job Summary:

Our client is looking for a qualified Customer Support Specialist to join our Customer Success team here and assist our customers with technical issues associated with our products and services.

Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with technical help desk software and express an interest to learn about the transportation IoT industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during Pilot tests and after-sales installs and diagnostics.

Research and identify solutions to software and hardware issues using tools provided.

Essential Responsibilities

• Receive in-bound calls from customers and provide superior service
• Provide responsive, high-quality front-line support to customers across chat, phone, and email queues.
• Respond to general product questions and provide clear, helpful guidance to empower users on how to maximize our applications.
• Assist with core subscription management queries, including account lookups, password resets, updates, and general billing access.
• Troubleshoot foundational technical inquiries (such as clearing browser cache, resolving login loops, or navigating platform access) and accurately escalate complex software or infrastructure issues to upper tier support teams.
• Track, document, and report on support interactions within our ticketing systems, ensuring accurate and complete record-keeping for every case.
• Uphold established standards for response times and quality of service, meeting or exceeding key performance indicators (KPIs) to handle volume efficiently during peak season.

Experience

• Proven work experience as a Customer Support Representative, Desktop Support, or similar experience
• Previous experience utilizing customer support ticketing software or CRM platforms (e.g., Zendesk, Salesforce).
• Excellent verbal and written communication skills, with a patient and empathetic approach to guiding users through basic troubleshooting steps.
• Comfortable learning new cloud-based software platforms quickly and translating that knowledge into customer assistance.
• Familiarity with foundational technology platforms (e.g., operating systems like Windows/macOS, utilizing web browsers, and configuring browser extensions).
• Ability to thrive in a fast-paced environment and handle a steady volume of incoming customer interactions.
• Familiarity with the education sector or hardware commonly used in classroom environments (e.g., Chromebooks, iPads, laptops).
• Prior experience working in a seasonal or high-volume customer care capacity.
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Salesforce)
• Ability to provide step-by-step technical help, both written and verbal
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Ability to work well under pressure
• Flexibility to potentially work shift hours

Other Requirements:

• Internet speed of at least 150 MBPS for downloads and 50 for uploads
• Reliable power supply and Backup
• Well Set-up home office space

Job Type: Full-time

Pay: From ₦500,000.00 per month