Customer Support Assistant

6 days ago

Lagos, Lagos, Nigeria JTech Global Resources Ltd Full time ₦300,000 - ₦600,000 per year
JTech Global Resources Ltd
Customer Service & Support

Lagos Full Time

Banking, Finance & Insurance NGN 75, ,000

Job Summary

We are looking for a Customer Support Assistant to join our growing team. The ideal candidate will be responsible for providing excellent customer service, resolving customer inquiries efficiently, and ensuring a positive experience for every interaction. This role requires strong communication skills and empathy

  • Minimum Qualification : High School (S.S.C.E)
  • Experience Level : Entry level
  • Experience Length : 2 years
  • Working Hours : Full Time
Job Description/Requirements

Responsibilities:

  • Respond to customer inquiries via phone, email, live chat, or social media in a timely and professional manner.
  • Provide accurate information about products, services, and company policies.
  • Assist customers in troubleshooting issues and finding effective solutions.
  • Document all customer interactions and feedback in the CRM system.
  • Escalate complex or unresolved issues to the appropriate department or supervisor.
  • Follow up with customers to ensure their issues have been resolved satisfactorily.
  • Maintain a high level of product knowledge to support customer needs effectively.
  • Contribute to improving customer service procedures and standards.
  • Handle complaints calmly and efficiently while maintaining a positive attitude.

Requirements:

  • High school diploma or equivalent (Bachelor's degree preferred).
  • Previous experience in customer service, help desk, or support roles preferred.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Ability to work effectively under pressure and manage multiple tasks.
  • Familiarity with CRM systems (e.g., Salesforce, Zendesk, HubSpot) is an advantage.
  • Basic computer proficiency (MS Office, email, chat tools).
  • Empathetic, patient, and customer-focused mindset.

Performance Metrics:

  • Customer satisfaction (CSAT) scores
  • Response and resolution times
  • Call/chat/email handling quality
  • First contact resolution rate

Work Environment:

  • Office-based, hybrid, or remote, depending on company policy.
  • May require occasional weekend or evening shifts.

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