Customer Support Agent

• Provide timely and professional support to clients via multiple channels (email, phone, chat).
• Resolve customer issues related to third-party and proprietary delivery systems.
• Address inquiries related to account management, technical difficulties, and delivery tracking.

Issue Resolution:

• Troubleshoot and resolve technical issues with both client and third-party delivery platforms.
• Work with the technical team to escalate and resolve complex issues.
• Document recurring issues and provide feedback to improve product and service quality.

Stakeholder Communication:

• Act as the first point of contact for client queries, ensuring they are well-informed and their issues are handled efficiently.
• Communicate effectively with other teams to ensure all customer-facing issues are resolved and tracked.

Quality Assurance:

• Ensure customer issues are documented in detail, with clear action steps.
• Conduct follow-ups with clients to ensure full satisfaction and resolution of their issues.

Knowledge Management:

• Maintain up-to-date knowledge of product features and services to provide informed support.
• Contribute to internal knowledge bases and FAQs for self-service resources

Requirements:

• 2-3 years of experience in customer support, preferably in a technical or software-related field.
• A minimum of an HND or equivalent; higher education is a plus.
• Familiarity with CRM tools (e.g., Zoho, Zendesk) and communication platforms.
• Basic understanding of technical integrations and troubleshooting.
• Excellent communication and interpersonal skills.
• Strong problem-solving ability and a patient, empathetic approach to customer service

Key Performance Indicators (KPIs):

• Customer Satisfaction: Achieve a customer satisfaction rating of 4.5/5 or higher based on post-interaction surveys.
  
• Response Time: Respond to 90% of customer inquiries within 1 hour during business hours.
  
• Resolution Rate: Resolve 85% of customer issues on the first contact.
  
• Knowledge Sharing: Contribute to internal resources with at least 1 new FAQ or troubleshooting guide per quarter.
  
• Documentation and Compliance: Ensure all customer interactions are logged accurately and in accordance with data protection policies.

What We Offer:

• Competitive contractor compensation.
• Opportunity to work in a dynamic, fast-paced industry.
• Collaborative and inclusive work environment.
• Professional development and growth opportunities

Application Deadline: 31st April 2026