Customer Service Specialist

Chrivon Tech Solutions - We empower businesses across Africa with the strategic guidance and technology solutions needed to thrive in the digital economy. From North and Sub-Saharan Africa to West, Central, and Southern regions, we provide the local insight and global expertise to turn your vision into tangible growth. We are recruiting to fill the position below:

Job Title: Customer Service Specialist

Location: Lagos Role Description The Customer Service Specialist is a full-time, on-site role based in Lagos State, Nigeria. This role is responsible for handling customer inquiries via phone, email, and other channels, ensuring timely and accurate responses. The specialist will resolve issues, provide product and service information, and maintain detailed records of customer interactions. Day-to-day tasks include monitoring customer feedback, supporting escalation processes, and collaborating with internal teams to improve overall customer experience. The role also involves following established service procedures, maintaining professional communication standards, and contributing to continuous improvement of customer support processes.

Key Responsibilities

Support customers across live chat, email, phone, WhatsApp, and in-app messaging Troubleshoot technical issues and escalate bugs to product and engineering teams Measure and improve customer satisfaction (CSAT, NPS, CES) Create and maintain knowledge base articles, FAQs, and help documentation Support customer onboarding, training, and product adoption Handle escalations from frustrated customers and manage expectations Use customer feedback and data to drive process improvements Collaborate with product and engineering teams to resolve issues and communicate fixes.

Qualifications

Candidates should possess strong Customer Service and Customer Support skills, with the ability to manage inquiries and resolve issues effectively. Candidates should possess experience in enhancing Customer Satisfaction and Customer Experience through empathetic, solution-focused interactions. Candidates should possess excellent Phone Etiquette and clear verbal and written communication skills. Candidates should possess proficiency in using customer relationship management (CRM) or ticketing systems and basic office software. Candidates should possess strong problem-solving abilities, attention to detail, and the capacity to work in a fast-paced, client-focused environment. Candidates should possess a high school diploma or equivalent; a tertiary qualification in business, communications, or a related field is an advantage. Candidates should possess prior experience in customer-facing roles; experience within technology or consulting environments in Africa is beneficial. What We're Looking For: 2+ years of customer support or customer experience experience, preferably in SaaS, web, mobile, or ERP Experience with CX platforms such as Zendesk, Freshdesk, Intercom, or HubSpot Service Hub Strong troubleshooting and escalation management skills Experience with CSAT/NPS measurement and customer feedback programs Excellent written and verbal communication skills Ability to work shifts, weekends, or on-call rotations across time zones Fluent in English; French or Spanish is a plus.