Customer Service Specialist at Chrivon Tech Solutions – Lagos

Chrivon Tech Solutions is recruiting a full-time, on-site Customer Service Specialist in Lagos State. The role handles customer enquiries, resolves service issues and improves the experience of users across support channels.

Key responsibilities

• Respond to customers via live chat, email, phone, WhatsApp and in-app messaging.
• Provide product information, troubleshoot technical problems and escalate bugs to the product and engineering teams.
• Record customer interactions and keep support cases and documentation accurate.
• Monitor satisfaction and experience indicators such as CSAT, NPS and CES.
• Maintain FAQs, help articles and a knowledge base.
• Support customer onboarding, training and product adoption.
• Handle escalated complaints empathetically and communicate expectations and resolutions.
• Use customer feedback to improve processes and collaborate on issue fixes.

Qualifications and experience

• Secondary school qualification or equivalent; a tertiary qualification in business, communications or a related field is advantageous.
• At least two years of customer support or customer experience work, preferably in SaaS, web, mobile or ERP services.
• Experience with CRM and support tools such as Zendesk, Freshdesk, Intercom or HubSpot Service Hub.
• Strong customer service, problem-solving, communication, telephone etiquette and escalation management.
• Experience measuring customer satisfaction and handling customer feedback.
• Ability to work shifts, weekends or on-call rotations across time zones.
• Fluent English; French or Spanish is an advantage.