Role Description
This position is a full-time hybrid role located in Lagos, Nigeria.
The Customer Service and Support professional will handle customer inquiries, resolve issues promptly, and maintain high levels of customer satisfaction through effective communication and problem-solving.
Oversee a range of essential duties encompassing strategic planning, team leadership, and operational execution to drive organizational success. Develop and implement policies, procedures, and performance standards to ensure alignment with business objectives and regulatory compliance. Monitor key performance indicators, analyze data trends, and provide actionable insights to senior management to facilitate informed decision-making. Foster a collaborative work environment by mentoring employees, delegating responsibilities, and promoting professional growth opportunities. Coordinate cross-functional projects, manage stakeholder relationships, and ensure seamless communication across departments to achieve shared goals. Maintain accountability for budget adherence, resource allocation, and risk management to optimize efficiency and sustainability.
Handle all incoming customer communications, including phone calls, emails, and various digital channels, in a timely and professional manner.
Address customer concerns with efficiency and professionalism in a timely manner.
Deliver precise details regarding available products and services.
When complex issues arise, escalate them to the appropriate team as needed.
Maintain accurate documentation of all customer interactions and transactions for future reference and analysis.
Ensure complete resolution of customer issues through diligent follow-up, verifying that all concerns have been addressed to their satisfaction.
Collaborate closely with internal teams by providing comprehensive customer feedback and valuable insights to enhance decision-making processes.
Ensuring outstanding customer service and upholding professional phone communication standards at all times.
Qualifications
A bachelor’s degree is required for this position.
A minimum of three years of dedicated experience in customer service is required for this role.
Able to fulfill rotational shift schedules, including night and weekend assignments.
Proficient in a variety of technical competencies and soft skills, including strong analytical abilities, effective communication, and collaborative teamwork, with a focus on delivering high-quality results. Demonstrated expertise in problem-solving, project management, and adaptability to evolving business needs. Familiarity with industry-specific tools, software, or methodologies as required by the role. A commitment to continuous learning and professional development to stay current with emerging trends and best practices. Capable of managing multiple priorities while maintaining attention to detail and adhering to deadlines.
Customer Support and Service professionals are tasked with delivering exceptional assistance to customers, addressing inquiries, resolving issues, and ensuring a seamless experience. They handle a diverse range of interactions, including phone calls, emails, and live chats, while maintaining a courteous and professional demeanor. Responsibilities encompass troubleshooting problems, providing product or service information, and escalating complex issues to appropriate departments when necessary. Strong communication skills, patience, and problem-solving abilities are essential, along with proficiency in CRM software and a solid understanding of company policies and offerings.
Accomplished professionals must demonstrate exceptional verbal and written communication abilities, coupled with the capacity to foster collaborative relationships and engage effectively with diverse stakeholders at all organizational levels.
We require a solid working knowledge of Microsoft Office applications.
Problem-solvers with meticulous attention to detail thrive in this role.
The candidate must demonstrate strong organizational skills and the capacity to handle multiple responsibilities simultaneously in a dynamic work setting.
Demonstrates a strong ability to consistently deliver outstanding Customer Experience with a focus on exceeding expectations and fostering long-term satisfaction.
Demonstrates exceptional proficiency in phone communication and interpersonal interactions, ensuring clear, courteous, and effective exchanges with all stakeholders.
Proven capacity to operate autonomously while also collaborating effectively with colleagues to achieve shared objectives.
Familiarity with customer relationship management (CRM) systems is considered a beneficial skill.
Interested and eligible candidates are encouraged to submit their CV via email to evelyn.olanrewaju@adventurecapital.com.ng, with the job title included in the subject line of the email.
Qualifications
BA/BSc/HND
Experience Required
3 years
