Customer Support Officer at Smash Technology

Smash Technology is a tech group of companies focused on employing technology to service its clients locally and globally. Initially, the brand focused on Transport Investment across the country and beyond before pivoting into other viable sectors such as E-hailing, E-commerce, Food delivery, Booking platform, Virtual Office platforms, Travels, Real Estate, Social Networking among others. Smash Technology is a combination of almost a decade of visionary leadership, hard work, and dedication from many experienced and committed men and women who are aligned with the core purpose and goal of the brand.

We are recruiting to fill the position below:

Job Title: Customer Support Officer

Location: Gwarinpa, Abuja (FCT)
Employment Type: Full-time

Job Summary

• The Customer Support Executive is responsible for handling customer inquiries and providing timely and efficient support across multiple channels, including phone, email, and chat.
• This role requires excellent communication skills, problem-solving abilities, and a customer-first mindset.
• The ideal candidate will have a passion for helping others and ensuring customer satisfaction through exceptional service.

Key Responsibilities
Customer Inquiry Handling:

• Serve as the first point of contact for customers via phone, email, live chat, or other communication channels.
• Address and resolve customer inquiries regarding products, services, or account-related questions in a timely and professional manner.
• Provide clear, accurate, and helpful information to customers, ensuring their questions are answered to their satisfaction.

Issue Resolution:

• Troubleshoot and resolve technical or service-related issues faced by customers, offering step-by-step guidance.
• Collaborate with other teams, such as technical support or product teams, to resolve more complex issues.
• Ensure customer complaints or concerns are handled appropriately and escalated if needed for further resolution.

Product and Service Knowledge:

• Maintain a deep understanding of the company’s products, services, and policies to provide informed responses.
• Stay up to date with product updates, new features, and service changes to effectively assist customers.
• Assist customers in navigating company websites, tools, or applications, providing guidance on how to use various features.

Documentation and Reporting:

• Accurately log and track customer interactions and issues in the customer support management system (CRM).
• Maintain clear and concise records of customer interactions, including questions, concerns, and resolutions.
• Provide feedback to the management team regarding recurring issues, customer feedback, or areas for improvement.

Customer Satisfaction:

• Ensure a high level of customer satisfaction by providing friendly, helpful, and prompt service.
• Follow up with customers to ensure that issues are fully resolved and that they are satisfied with the solution provided.
• Strive to exceed customer expectations and enhance their overall experience with the company.

Team Collaboration:

• Work closely with other members of the customer support team to ensure consistent service quality.
• Participate in team meetings and training sessions to improve service quality and personal skills.
• Assist in creating and updating FAQs, help guides, and other customer-facing support materials.

Customer Retention:

• Identify opportunities to improve customer loyalty by offering solutions, promoting products, or offering services that match customer needs.
• Provide an excellent customer experience that encourages repeat business and referrals.

Skills and Qualifications

• Educational Requirements: A High School Diploma or equivalent (Bachelor’s degree preferred in customer service or related field).
• Experience: 2 - 5 years of experience in customer service or support roles.
• Communication Skills: Strong verbal and written communication skills with a focus on customer service.
• Problem-Solving: Ability to troubleshoot issues and offer clear solutions to customers.
• Empathy and Patience: Ability to remain calm and empathetic when dealing with upset or frustrated customers.
• Technical Proficiency: Familiarity with customer service tools, such as CRM software (e.g., Zendesk, Freshdesk, Salesforce), and the ability to use computer systems effectively.
• Attention to Detail: High attention to detail when documenting customer interactions and resolving issues.
• Time Management: Ability to handle multiple inquiries simultaneously and prioritize tasks effectively.
• Teamwork: Willingness to collaborate with colleagues to deliver exceptional customer service.

Working Conditions:

• Full-time position (may include evening or weekend shifts, depending on business needs).
• Work from the office or remote options available based on the company policy.
• May require occasional overtime during peak periods (e.g., holidays, product launches).

Application Closing Date
16th April, 2025.