Customer Care Representative

About the role

We are looking for a proactive Customer Care Representative to join our team in Abuja. You will be the first point of contact for our customers, delivering timely and professional support across multiple channels.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Resolve issues, complaints, and requests efficiently while maintaining a positive attitude.
• Provide accurate information on products, services, policies, and procedures.
• Document all interactions in the CRM system.
• Escalate complex or unresolved cases to the appropriate internal teams.
• Identify opportunities to improve satisfaction and share feedback with management.
• Meet or exceed performance metrics such as response time, resolution rate, and satisfaction scores.
• Stay updated on product knowledge, company policies, and industry best practices.

Required profile

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• At least 3 years of experience in customer service, call centre, or a similar client‑facing role.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and attention to detail.
• Ability to remain calm and professional under pressure.
• Flexible availability, including possible evenings, weekends, or rotating shifts.
• Empathetic, patient, and customer‑focused mindset.

Required skills

• CRM software proficiency
• Computer proficiency
• Standard office tools (e.g., Microsoft Office)