Responsibilities:

Customer Support:

• Respond to customer inquiries via calls, WhatsApp, email, DM, and live chat within 5 minutes
• Resolve complaints, questions, and technical issues professionally and empathetically
• Escalate complex issues to the right department and follow up till resolved

Order & Account Management:

• Process orders, bookings, refunds, and account updates
• Track deliveries/shipments and update customers proactively
• Verify customer information and maintain accurate records in CRM

Sales & Retention:

• Identify upsell and cross-sell opportunities during support interactions
• Follow up with customers after service to ensure satisfaction
• Collect feedback, reviews, and testimonials

Reporting & Improvement:

• Log all interactions in Zendesk/Freshdesk/HubSpot
• Prepare daily/weekly reports on volume, issues, and trends
• Suggest improvements to FAQs, scripts, and customer experience

Requirements:

• Minimum of an OND in any field. Customer Service certification is a plus
• 0-2 years in customer service, call center, retail, or salon
• Excellent spoken English + Pidgin.
• Proficient in Google Sheets, CRM tools, WhatsApp Business, Slack
• Patience, empathy, problem-solving, multitasking, sales mindset
• Reliable smartphone, stable internet, and professional tone