Customer Service Specialist

Company Description CHRIVON empowers businesses across Africa with strategic guidance and technology solutions to help them succeed in the digital economy. The company supports organizations across North, West, Central, Southern, and Sub-Saharan Africa with both local insight and global expertise. Services include digital transformation strategies, implementation of technology solutions, market expansion support, and data and analytics for informed decision-making. CHRIVON is known for its pan-African expertise, results-driven partnerships, and focus on future-proofing clients with tools and strategies to navigate change. The team works closely with clients as an extension of their organization, committed to long-term growth and impact.

Role Description 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.

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.

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

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