Job Overview

Job Description

• Respond to client inquiries via phone, email, or other communication channels in a timely and professional manner
• Provide detailed information about the company's services, including usage, instructions, troubleshooting steps, and policy explanations
• Diagnose and resolve client issues, coordinating with other departments when necessary to ensure a prompt and effective resolution
• Document client interactions, issues, and resolutions in the company’s CRM or support ticketing system
• Follow up with clients to ensure their issues are resolved and they are satisfied with the service provided
• Identify recurring client issues and suggest improvements to processes, products, or services to reduce future incidents
• Contribute to the development and maintenance of a knowledge base for common client issues and solutions
• Provide regular reports on client support activities, including metrics such as response times, resolution times, and client satisfaction levels
• Collect and relay client feedback to relevant departments to help improve the company’s offerings and service quality
• Work closely with other members of the client support team, as well as other departments, to ensure a cohesive and efficient support experience
• Participate in training sessions and team meetings to stay updated on company products, services, and support processes

Job Specification

• Minimum Matric / O Levels or above
• Excellent Written and Verbal English communication
• Proficiency with MS Office (Particularly MS Excel and MS Word)
• Proven experience in any client-facing role is required

Perks & Benefits