About this role
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.
- 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.