Chukolo Core is a customer-focused and innovative IT company dedicated to delivering excellent services to our valued clients. As we strive to provide outstanding customer experiences, we are seeking a skilled and enthusiastic Customer Support Specialist to join our team. This role is pivotal in maintaining strong customer relationships and ensuring their satisfaction with our services.

We are recruiting to fill the position below:

Job Title: Customer Support / IT Representative

Location: Lagos
Employment Type: Full-time

Job Summary

• The Customer Support Specialist will be the primary point of contact for our customers, addressing their inquiries, concerns, and requests in a timely and professional manner.
• This individual will play a key role in resolving issues, providing product information, and delivering top-notch support to maintain high levels of customer satisfaction.
• The successful candidate should possess exceptional communication and problem-solving skills and be committed to delivering outstanding customer service.

Responsibilities

• Stocking and inventory.
• Serve as the first point of contact for customers, handling incoming inquiries via phone, email, chat, or other communication channels.
• Respond promptly and courteously to customer inquiries, providing accurate information about our products/services, pricing, and order status.
• Resolve customer complaints, issues, and technical problems efficiently, escalating complex cases to the appropriate internal teams when necessary.
• Document and track customer interactions and issues in the CRM system, ensuring accurate and up-to-date records.
• Work collaboratively with cross-functional teams to address customer needs and provide effective solutions.
• Proactively follow up with customers to ensure their inquiries are fully addressed and to gather feedback on their experience with our company.
• Assist customers with product setup, usage guidance, and troubleshooting, both remotely and on-site support.
• Provide product training and support materials to customers to enhance their understanding and usage of our offerings.
• Participate in customer service improvement initiatives by identifying recurring issues and suggesting process enhancements.
• Stay up-to-date with product knowledge, industry trends, and best practices to provide accurate and relevant information to customers.
• Collaborate with the sales team to identify opportunities for upselling or cross-selling our products/services based on customer needs.
• Assist in processing product returns, exchanges, and warranty claims, ensuring company policy and procedure adherence.
• Contribute to the creation and maintenance of customer support documentation and knowledge base articles.

Requirements

• Candidates should possess a Bachelor’s Degree qualification with 3 – 7 years work experience.
• Proven work experience as a Customer Support Specialist or similar customer-facing role.
• Excellent communication skills, both written and verbal, with a friendly and empathetic approach.
• Strong problem-solving abilities, with the capacity to think critically and resolve issues effectively.
• Patience and the ability to remain composed when dealing with challenging customer situations.
• Outstanding organizational skills and the capability to multitask and prioritize tasks effectively.
• Proficiency in using customer support software, CRM systems, and other relevant tools.
• A customer-centric mindset and a passion for delivering exceptional service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with our industry and products/services is an advantage.

Salary
N50,000 – N100,000 monthly

Application Closing Date
2nd August, 2023.