Customer Service Specialist

We're looking for a customer-oriented Relationship Manager Stage 1 (Recovery) to support our clients with excellent customer service while managing high-severity issues. You'll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you'll act as liaison between end-user customers and our client's representatives to ensure quality resolutions are achieved.

At
TeKnowledge
, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You'll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You'll Enjoy It Here:

• Be Part of Something Big
  – A growing company where your contributions matter.
• Make an Immediate Impact
  – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech
  – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team
  – A culture built on trust, collaboration, and respect.
• We Care
  – Integrity, empathy, and purpose guide every decision.

We're looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

The Recovery Team delivers world-class management of critical escalations for non-premier customers, quickly solving issues that affect business. You'll earn our customers' and partners' trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

This role will:

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
• Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer's business and use appropriate conflict resolution techniques as needed.
• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior specialists as needed or requested by management.

Qualifications

• You're familiar with Microsoft products, programs, and services.
• You have customer service experience and a desire to learn new technical skills.
• You have strong negotiation and problem-solving skills.
• You're good at developing and maintaining positive working relationships.
• You're an excellent multi-tasker with great organizational skills.
• You're proficient in both written and spoken English.

In this role:

• 6 - 12 months of experience in customer service, customer support, or technical support is required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• A valid and up to date National Identity Card/NIMC slip is required upon commencement of this role.