Customer Support Specialist at Oasis Management Company Limited

Job Summary:

• Oasis Management Company Limited is a Management Consulting and IT Services and Software Development company, based in Abuja.
• We provide training and IT advisory services to Government agencies and private sector clients. We are seeking a dedicated and enthusiastic Customer Support Staff to join our team.
• The primary responsibility of this role is to provide excellent customer service and support to our clients.
• The ideal candidate should possess strong communication skills, problem-solving abilities, and a customercentric approach.
• This position involves interacting with customers through various channels such as phone, email, and chat to address inquiries, resolve issues, and ensure a positive customer experience.
• You will also, provide support services to our B2B client, and internal departments.

 Key Responsibilities:

• Customer Interaction Respond to customer inquiries promptly and professionally via phone, email, or chat. Provide accurate information about products, services, and all enterprise applications Assist customers in troubleshooting issues and resolving problems effectively. 
• Problem Resolution: Investigate and analyse customer problems, identifying root causes and proposing solutions. Escalate complex and technical issues to higher-level support and or relevant departments as needed. Follow up with customers to ensure their issues are fully resolved and they are satisfied with the resolution. 
• Product Knowledge: Maintain a comprehensive understanding of the company's products and services. Stay informed about updates and changes to products to provide accurate information to customers.
• Documentation: Record and maintain accurate documentation of customer interactions, issues, and resolutions in the customer support database. -documentation of requirement gathering. -provide customer support activities report to management, and any other internal documentation 
• Communication: Collaborate with internal teams to communicate customer feedback and recurring issues. Provide constructive input to improve customer support processes. 
• Quality Assurance: Participate in quality assurance activities to ensure the highest standard of customer service. Participate in application testing, user acceptance test (UAT)

QUALIFICATIONS 

• BSC or Higher diploma equivalent in relevant course; additional education or certification in customer service is a plus. 
• Proven experience in a customer support role or similar position.
•  Excellent communication skills, both verbal and written. 
• Strong problem-solving and decision-making abilities. 
• Ability to work well under pressure and handle challenging situations with a positive attitude. 
• Proficient in using customer support software and Microsoft Office Suite