Customer Service Support

About the role

We are looking for a proactive Customer Service Support professional to join our gaming team in Lagos. The role involves handling player inquiries across multiple channels and ensuring high satisfaction.

Key responsibilities

• Provide frontline support via live chat, email, phone, and in‑game channels.
• Troubleshoot and resolve player inquiries, technical issues, and account complaints promptly.
• Meet service standards and operational KPIs such as response time, resolution time, and CSAT scores.
• Log and track interactions, recurring issues, and feedback in CRM systems.
• Escalate complex or unresolved issues to team leaders or specialized internal teams.
• Ensure compliance with company policies, operational standards, and SLAs.

Required profile

• 1–3 years of experience in customer service or technical support.
• Experience handling multi‑channel support (chat, phone, email, in‑game).
• Hands‑on experience with CRM and ticketing tools such as Zendesk or Freshdesk.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to multitask, manage high inquiry volumes and stay calm under pressure.
• Flexibility to work in fast‑paced, tech‑driven environment with shift rotations.
• Passion for gaming or familiarity with the gaming industry is a plus.

Required skills

• Zendesk
• Freshdesk