Whot Studios Limited is a fast-growing Nigerian gaming and digital studio building products at the intersection of entertainment, technology, and financial empowerment. Our flagship product, Whot Africa, is a competitive mobile card game where players can win real cash rewards, bringing Africa's most beloved card game into the digital age.
We are recruiting to fill the position below:
Job Title: Customer Care Representative
Location: Abuja
Employment Type: Full-time
Job Summary
- WhotAfrica is looking for a smart, customer-focused, and proactive Customer Support Representative to join the team.
- The ideal candidate will be responsible for handling customer inquiries, resolving complaints, escalating technical issues, and ensuring a smooth and satisfying experience for users across all support channels.
- The successful candidate must possess excellent communication skills, strong problem-solving abilities, and experience using customer support tools. Experience with Zoho CRM or similar CRM/support platforms will be an added advantage.
Key Responsibilities
Customer Support:
- Respond promptly and professionally to customer inquiries via calls, email, live chat, and social media channels.
- Resolve customer complaints efficiently by providing accurate information and appropriate solutions.
- Assist customers with product usage, troubleshooting, and account-related inquiries including account creation, password resets, account settings adjustments, and privacy concerns.
Customer Satisfaction & Retention:
- Monitor customer satisfaction levels and follow up to ensure issues are fully resolved.
- Advocate for customer needs within the company and recommend service improvements based on feedback.
- Engage customers to better understand their expectations and improve overall satisfaction and loyalty.
- Support customer retention initiatives aimed at increasing positive engagement and reducing churn.
Documentation & Escalation:
- Maintain detailed records of customer interactions, complaints, feedback, and resolutions.
- Prepare regular reports on customer support activities for management review.
- Collect and analyze customer feedback to identify recurring issues and opportunities for product improvement.
- Escalate complex or unresolved issues to the appropriate departments for further investigation and resolution.
Promotions & Product Updates:
- Inform customers about product updates, new features, events, and promotions.
- Encourage customer participation in promotional campaigns and beta testing initiatives to gather early feedback.
Policy & Procedure Compliance:
- Ensure all customer interactions comply with company policies, privacy regulations, and customer service standards.
- Stay updated on company products, services, and operational procedures to provide accurate support.
Training & Development:
- Participate in training sessions focused on customer service, tools, and emerging technologies.
- Share knowledge and insights with team members to improve overall service delivery.
Collaboration:
- Work closely with product, technical, and sales teams to resolve customer concerns and share feedback.
- Participate in team meetings to discuss recurring issues and best practices.
Communication & Reporting:
- Maintain clear and consistent communication with customers, team members, and management.
- Provide regular updates to the Customer Care Admin or Operations Manager regarding customer feedback, recurring issues, and service improvement opportunities.
Requirements
- Minimum of three (3) years’ experience in Customer Support or Customer Service.
- Excellent written and verbal communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask and work effectively under pressure.
- Good knowledge of customer support tools and CRM platforms.
- Experience using Zoho Desk or similar customer support software is an added advantage.
- Ability to work independently and collaboratively within a team.
Application Closing Date
29th May, 2026.
https://www.hotnigerianjobs.com/hotjobs/900097/customer-care-representative-at-whot-studios-limit.html