Customer Support Analyst at Safety Consultants Solutions Provider (SCSP)

Safety Consultants Solutions Provider (SCSP) is a leading service provider of Operational Risk Management Service for Protection of Life, Environment, Asset and Business Continuity. In the course of doing business over the past 15 years, we have identified skills and knowledge gaps in Fire and Security Risk Assessment, Engineering and Construction as a critical challenge to business and society at large. SCSP business strategy is to provide quality engineering solutions and consultancy services that rely on innovation as a core disquisition.

We are recruiting to fill the position below:

Job Title: Customer Support Analyst

Location: Ajah, Lagos
Employment Type: Full-time

Job Objective

• The Customer Support Analyst is responsible for delivering structured, responsive, and data-driven customer support services that ensure high levels of client satisfaction, service reliability, and operational efficiency.
• The role supports organizational service delivery by managing customer interactions, monitoring communication channels, tracking service performance, and generating actionable insights through data analysis and reporting systems.
• The position ensures that all customer requests are professionally handled, properly documented, and resolved within established service standards while maintaining accurate service records and performance dashboards.

Key Roles & Responsibilities
Customer Support & Client Communication Management:

• Provide timely, professional, and courteous responses to customer inquiries through approved communication channels including email, phone, chat, and service platforms.
• Receive, acknowledge, and manage customer service requests in accordance with company service standards.
• Maintain consistent communication with clients throughout the service resolution process.
• Ensure customer issues are handled with professionalism, responsiveness, and accountability.
• Maintain high standards of customer satisfaction and service delivery.

Ticketing System & Service Request Management:

• Log, categorize, prioritize, and manage customer tickets using structured ticketing systems.
• Monitor ticket progress to ensure timely resolution in accordance with service level expectations.
• Escalate unresolved or critical issues to appropriate departments or supervisors.
• Ensure proper documentation of actions taken on each customer request.
• Verify closure of tickets only after resolution confirmation and client acknowledgment.
• Maintain accurate records of all service requests and resolutions.

Client Engagement Monitoring & Communication Tracking:

• Monitor and track customer interactions using approved engagement platforms.
• Maintain visibility of customer communication activities across digital channels.
• Ensure all customer communication is recorded and traceable for service accountability
• Identify delays or communication gaps and initiate corrective actions.
• Support management in maintaining structured customer communication workflows.

Reporting, Data Analysis & Performance Dashboard Management:

• Generate daily, weekly, and monthly customer service performance reports.
• Develop and maintain structured dashboards to monitor customer service metrics.
• Track key performance indicators including response time, resolution time, and ticket closure rate.
• Analyze service data to identify trends, recurring issues, and service improvement opportunities.
• Ensure accuracy, consistency, and timeliness of customer service reports.
• Provide management with data-driven insights to support operational decision-making.

Customer Records & CRM Data Management:

• Maintain accurate and up-to-date customer records within customer relationship management systems.
• Ensure proper documentation of customer profiles, communication history, and service interactions.
• Verify data accuracy and consistency across customer management platforms.
• Support data integrity and record management requirements for operational and audit purposes.

Cross-Functional Collaboration & Issue Resolution Support:

• Collaborate with technical, operations, sales, and administrative teams to resolve customer issues effectively.
• Coordinate internal communication related to customer service requests.
• Provide customer-related data and insights to relevant departments.
• Support internal teams in maintaining service delivery consistency.
• You may, from time to time, be required to undertake other related responsibilities as directed by Management.

Qualifications

• Bachelor's Degree or equivalent qualification in any discipline.
• Professional certification in Customer Service, Data Analysis, Business Administration, or Information Management is an added advantage.

Minimum Experience:

• Minimum of 2–4 years' experience in Customer Support, Help Desk, Client Services, or Customer Experience roles.
• Proven experience working with structured ticketing systems and customer relationship management platforms.
• Experience in a service-driven or technical service environment is an added advantage.

Application Closing Date
29th April, 2026.

How to Apply
Interested and qualified candidates should send their CV and Applications to: talent@scspng.com using the Job Title as the subject of the email.