Job Description
In this role, the ideal candidate will act as the first point of contact for customers with requests or complaints, and are expected to provide information and resolve issues in an exceptional way.
What we are looking for
We are looking for problem solvers who are genuinely excited about helping people get unstuck.
Our ideal candidate is curious, empathetic and detail-oriented.
You are a great communicator, proactive and responsive.
You can troubleshoot and investigate how to address a problem, and you go beyond what customers ask for to identify what they really need.
You strive for excellence in all you do, and you understand the value of responding in a timely and efficient manner to customer requests in a way that maintains high customer satisfaction.
A Day in this Role
A typical day for you in this role looks like :
Managing inbound requests from customers in a prompt and professional manner
Identifying and assessing customers’ needs to achieve satisfaction
Escalating complex requests through appropriate channels
Following up with customers to ensure resolution
Occasionally calling customers to resolve issues quicker (in the event of prolonged email back and forths)
Keeping records of customer interactions, process customer accounts and file documents
Ultimately, we are looking for people who don’t just respond quickly to requests, but solve problems to make our customers experience our products better.
What you should have / Be able to do
In this role, you will be dealing with at least 60 tickets everyday. These are a combination of inquiries, requests and complaints from eager, sometimes impatient and disgruntled customers.
We expect you would be able to respond to these messages in a calm and welcoming manner at all times. You should also have :
Excellent writing, speaking, comprehension and interpersonal skills
Keen attention to details
Empathy and patience
Ability to be proactive, take ownership and initiative
A passion for building amazing products and user experiences
Customer orientation and ability to adapt / respond to different types of personalities
Ability to multitask, prioritize, and manage time effectively
A working laptop that you know how to use dexterously
Familiarity with Google Suite
Bonus if you are familiar with tools like Zendesk (or other CRM systems and practices).
What you don’t need :
A University Degree or prior experience in customer support roles.
Compensation and Benefits
Expected salary : NGN 100,000 (net monthly)
Work remotely : Live and work wherever you like!
Monthly data stipend.
One-time remote office set-up stipend.
Continuous learning and development initiatives.
What You Can Expect in the Hiring Process
Pre-employment assessment. Get to flex your skills by showing what you can do in a series of short, timed exercises.
Application form. Let’s learn more about your experience and interest in this role.
Intro Call. Chat with potential teammates about what it's like to work with us.
Take-home Assignment. Show us how you work in a simulated activity that mimics your day-to-day in this role.
Team Interview. Let’s learn more about you, give feedback on your assignment, and answer any lingering questions on your mind.
Manager Call. Final check to make sure all is in order.
Offer stage and hiring wrap-up. If all goes great, get an offer letter and get ready to make magic with us.
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