Chrivon Tech Solutions - We empower businesses across Africa with the strategic guidance and technology solutions needed to thrive in the digital economy. From North and Sub-Saharan Africa to West, Central, and Southern regions, we provide the local insight and global expertise to turn your vision into tangible growth.
We are recruiting to fill the position below:
Job Title: Customer Service Specialist
Location: Lagos
Role Description
The Customer Service Specialist is a full-time, on-site role based in Lagos State, Nigeria.
This role is responsible for handling customer inquiries via phone, email, and other channels, ensuring timely and accurate responses.
The specialist will resolve issues, provide product and service information, and maintain detailed records of customer interactions.
Day-to-day tasks include monitoring customer feedback, supporting escalation processes, and collaborating with internal teams to improve overall customer experience.
The role also involves following established service procedures, maintaining professional communication standards, and contributing to continuous improvement of customer support processes.
Key ResponsibilitiesSupport customers across live chat, email, phone, WhatsApp, and in-app messaging
Troubleshoot technical issues and escalate bugs to product and engineering teams
Measure and improve customer satisfaction (CSAT, NPS, CES)
Create and maintain knowledge base articles, FAQs, and help documentation
Support customer onboarding, training, and product adoption
Handle escalations from frustrated customers and manage expectations
Use customer feedback and data to drive process improvements
Collaborate with product and engineering teams to resolve issues and communicate fixes.
QualificationsCandidates should possess strong Customer Service and Customer Support skills, with the ability to manage inquiries and resolve issues effectively.
Candidates should possess experience in enhancing Customer Satisfaction and Customer Experience through empathetic, solution-focused interactions.
Candidates should possess excellent Phone Etiquette and clear verbal and written communication skills.
Candidates should possess proficiency in using customer relationship management (CRM) or ticketing systems and basic office software.
Candidates should possess strong problem-solving abilities, attention to detail, and the capacity to work in a fast-paced, client-focused environment.
Candidates should possess a high school diploma or equivalent; a tertiary qualification in business, communications, or a related field is an advantage.
Candidates should possess prior experience in customer-facing roles; experience within technology or consulting environments in Africa is beneficial.
What We're Looking For:
2+ years of customer support or customer experience experience, preferably in SaaS, web, mobile, or ERP
Experience with CX platforms such as Zendesk, Freshdesk, Intercom, or HubSpot Service Hub
Strong troubleshooting and escalation management skills
Experience with CSAT/NPS measurement and customer feedback programs
Excellent written and verbal communication skills
Ability to work shifts, weekends, or on-call rotations across time zones
Fluent in English; French or Spanish is a plus.
Application Closing DateNot Specified.
Method of Application
Interested and qualified candidates should:Click Apply Now button to apply
How To Apply
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Make sure you are logged in and your email is verified (Register if you dont have an account).
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Click the Apply Now button above.
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Your default email application or the application link will open.
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Position"
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Make sure to send your application before the closing date.
Note: Only shortlisted candidates are contacted.
