Customer Service Officer

About the role

The Customer Service Officer will be the first point of contact for clients contacting the company by phone, email or in‑person. You will handle inquiries, resolve issues and ensure a high level of satisfaction while maintaining accurate records.

Key responsibilities

• Handle inbound customer inquiries via phone, email and walk‑ins promptly and professionally.
• Resolve complaints and, when necessary, escalate complex cases to the appropriate internal teams.
• Maintain detailed records of interactions and service requests in the CRM/ticketing system.
• Educate customers on products, services, billing processes and payment options.
• Follow up on open tickets to guarantee timely resolution.
• Collaborate with technical and field teams to address customer concerns.
• Prepare daily or weekly reports on feedback and service trends.
• Contribute ideas to improve service processes and satisfaction metrics.

Required profile

• OND/HND/Bachelor’s degree in a relevant discipline.
• 1–3 years of customer service experience.
• Excellent verbal and written communication skills.
• Strong interpersonal abilities and a customer‑first mindset.
• Ability to stay calm and professional under pressure.
• Residency in Lagos, Nigeria.

Required skills

• Proficiency with Microsoft Office.
• Experience using basic CRM or ticketing tools.
• Familiarity with ICT training areas such as AI, Data Analytics, Cybersecurity, DevOps, Cloud Engineering and Website Development.