Industry: Nonprofit / Social Impact

Location: Gbagada, Lagos

Work Arrangement: Hybrid – minimum 3 days onsite weekly

Employment Type: Short-term (3 months)

Role Overview

Our client, a growing social-impact organization, is seeking a professional, empathetic, and highly organized Customer Service Representative to support beneficiaries, partners, volunteers, donors, and other stakeholders.

The successful candidate will be responsible for managing enquiries, providing accurate information, maintaining records, following up on requests, and ensuring that every stakeholder interaction reflects professionalism, responsiveness, and care.

Key Responsibilities

Customer and Stakeholder Support

- Respond promptly and professionally to enquiries received through phone, email, WhatsApp, social media, and other approved channels.

- Provide accurate information about programmes, initiatives, registrations, events, and organizational activities.

- Support beneficiaries, volunteers, partners, donors, and members of the public through relevant processes.

- Follow up on enquiries and unresolved issues to ensure timely resolution.

- Escalate sensitive, complex, or urgent matters to the appropriate team member.

Records and Administration

- Maintain accurate records of enquiries, complaints, requests, and resolutions.

- Update stakeholder, beneficiary, and programme information on spreadsheets, databases, or CRM systems.

- Support programme registrations, confirmations, and other administrative processes.

- Maintain proper documentation and confidentiality of stakeholder information.

- Prepare basic customer service and enquiry reports when required.

Programme Support

- Support communication with programme participants before, during, and after activities.

- Make confirmation calls, send reminders, and follow up with beneficiaries and stakeholders.

- Support onsite programme activities requiring customer or beneficiary engagement.

- Work closely with programme and communications teams to ensure information shared with stakeholders is accurate and consistent.

Service Quality

- Identify recurring enquiries, complaints, or service issues and recommend improvements.

- Maintain professional response times and communication standards.

- Support the development of FAQs, standard responses, and communication scripts.

- Contribute to improving the overall stakeholder experience.

Requirements

- Bachelor’s degree, HND, or equivalent qualification in a relevant discipline.

- 1–3 years of experience in customer service, client support, administration, stakeholder engagement, or a related role.

- Excellent verbal and written communication skills.

- Strong interpersonal skills and emotional intelligence.

- Ability to communicate effectively with people from diverse backgrounds.

- Good proficiency in Microsoft Word and Excel.

- Comfortable using email, WhatsApp Business, online forms, and basic CRM/database tools.

- Strong organization, record-keeping, and follow-up skills.

- Ability to manage multiple enquiries and priorities effectively.

- Strong attention to detail and good judgement.

- Must have a functional personal laptop.

- Reliable internet access is required for remote workdays.

Pay: ₦200,000.00 per month

Work Location: Hybrid remote in Lagos (Lagos)