Customer Service Representative (Part‑time, Hybrid)

About the role

This part‑time Customer Service Representative position at The SM Records Ltd is a hybrid role based in Lagos, combining on‑site and remote work. You will respond to artist, label and content‑owner inquiries across multiple channels, providing accurate information about distribution services, digital rights and monetisation.

Key responsibilities

• Resolve customer issues promptly and document interactions in internal systems.
• Escalate complex cases to the appropriate internal teams.
• Provide clear guidance on platform processes, rights management and content monetisation.
• Follow up on open requests, gather feedback and collaborate with internal departments to ensure consistent, high‑quality support.

Required profile

• Strong customer service and support skills with a professional, efficient approach.
• Previous experience in a similar client‑facing role.
• Excellent verbal and written communication, active listening and clear documentation.
• Ability to work effectively in a hybrid environment, managing both on‑site and remote tasks.
• Attention to detail, problem‑solving ability and discretion handling sensitive information.
• Relevant education or training in customer service, communications or a related field is beneficial.

Required skills

• Proficiency with CRM tools.
• Experience using ticketing systems.
• Competence in basic office software.