Customer Service Representative at The HR Hub Nigeria

Role Overview

• We are seeking a Customer Service Representative to serve as the primary voice and face of our company, delivering exceptional support to our global user base.
• The ideal candidate will manage incoming customer inquiries across multiple digital channels, resolving issues quickly, accurately, and empathetically.
• This role requires a patient communicator who troubleshoots calmly, adapts to changing workflows, and genuinely enjoys helping people solve problems.

Key Responsibilities

• Omnichannel Support: Resolve high-volume customer inquiries via phone, email, live chat, and corporate social media channels.
• Problem Troubleshooting: Diagnose, investigate, and resolve account billing discrepancies, product defects, and order delivery issues.
• Escalation Governance: Document and escalate complex technical issues to engineering or tier-2 support teams using internal ticketing protocols.
• Knowledge Optimization: Educate customers on product features, self-service portals, and walk them through step-by-step account setups.
• Data Logging: Maintain precise data hygiene by logging every customer interaction, sentiment, and resolution steps in the CRM.

Requirements

• Interested candidates should possess a Bachelor’s Degree
• 1–3 years of experience in a customer-facing support role, call center, or digital helpdesk environment.
• High proficiency with helpdesk ticketing platforms (e.g., Zendesk, Freshdesk, Intercom) and modern CRM tools.
• Superb active listening habits, high emotional intelligence, and flawless written and verbal communication.
• Ability to think critically on your feet, navigate ambiguous customer complaints, and source accurate answers quickly.