Customer Service Officer at Smash Technology

Job Summary

• The Customer Support Officer is responsible for providing exceptional customer service while also driving lead conversion and sales.
• The role requires an energetic, customer-focused individual who can handle inquiries, resolve issues, and convert leads into active paying customers. This position is strictly in-office, with no outdoor marketing duties.

Key Responsibilities
Customer Support & Service Delivery:

• Provide timely, professional, and friendly customer service via calls, chats, WhatsApp, email, and walk-ins.
• Handle customer inquiries, complaints, and support requests with accuracy and empathy.
• Guide customers through product/service information and onboarding processes.
• Maintain proper documentation, customer records, and communication logs.

Sales & Lead Conversion:

• Convert assigned leads into paying customers through effective communication and follow-up.
• Explain product offerings clearly and convincingly to potential customers.
• Collaborate with the sales and operations team to ensure smooth onboarding after conversion.
• Meet and exceed monthly lead conversion and sales targets.
• Track leads, prospects, and conversions using CRM or internal tools.

Operational Support:

• Assist in KYC verification and documentation when required
• Support branch operations, front desk functions, and customer onboarding activities.
• Ensure customers receive a seamless experience from initial inquiry to full service activation.

Reporting:

• Prepare daily and weekly reports on inquiries, conversions, issues resolved, and pending cases.
• Provide feedback to management on customer patterns, service gaps, and improvement opportunities.

Requirements

• OND / HND / B.Sc in any relevant field.
• 3–8years of experience in customer service, telesales, front desk, or related roles.
• Strong sales and lead conversion skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving skills and attention to detail.
• Proficiency with WhatsApp Business, CRM tools, basic office software, and digital communication tools.
• Ability to multitask and work well under pressure.
• Strong customer relations and interpersonal skills.
• Must be disciplined, organized, and result-driven.

Key Competencies:

• Customer-focused mindset
• Strong sales ability
• Excellent communication
• Lead management and conversion
• Emotional intelligence
• Team collaboration
• Professionalism and patience

Work Expectations:

• Must work physically on-site daily; no remote/hybrid option.
• Required to meet weekly and monthly performance targets.
• Must maintain a positive and professional attitude with customers and team members.