Customer Service & Support Representative (CSS) - Lagos at Afconrecruit Limited

Afconrecruit Limited is a company that provides solutions to improve the quality and output of the work transaction for both Employers and Employees.

We are recruiting to fill the position below:

Job Title: Customer Service & Support Representative (CSS)

Location: Victoria Island, Ikeja - Lagos
Time Type: Full time

Role Summary

• The CSS Representative will manage customer inquiries, ensuring prompt resolution of issues.
• They will serve as the primary liaison between customers and the technical team, fostering excellent customer relationships and ensuring satisfaction.

Responsibilities

• Handle customer inquiries, requests, and complaints in a professional and timely manner.
• Collaborate with the Tech Team to troubleshoot and resolve customer issues, ensuring minimal disruption to services.
• Maintain an accurate and up-to-date customer database, logging all interactions and resolutions.
• Actively seek customer feedback to enhance service delivery and resolve recurring issues.
• Escalate unresolved issues to higher management or technical teams when necessary.

KPIs:

• Average resolution time for customer inquiries and complaints.
• Customer satisfaction rating (measured via surveys and feedback).
• First response time to customer requests.
• Percentage of issues resolved without escalation.

Requirements

• B.Sc / HND in any field
• The right candidate must have 3 - 5 years experience as a Customer Service Professional.

Application Closing Date
Not Specified.