The Role
Provide timely, empathetic customer support via phone, email, and chat; troubleshoot technical/service issues; document and escalate cases in the CRM; collect feedback, collaborate with sales and marketing, and implement retention strategies to improve customer satisfaction and reduce churn.
Summary Generated by Built In
The Customer Support Associate plays a vital role in delivering exceptional service and fostering long-term customer relationships. This position focuses on ensuring customers achieve their desired outcomes by providing timely, accurate, and empathetic support. By proactively addressing inquiries, resolving issues, and guiding customers through product use, the associate enhances satisfaction, reduces churn, and strengthens trust. The role also involves gathering actionable feedback, collaborating cross-functionally with sales and marketing teams, and contributing to continuous improvements in customer experience. This position is essential to maintaining high retention rates and driving customer advocacy, directly impacting the company’s reputation and growth.
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat
- Troubleshoot technical and service-related issues with accuracy and empathy
- Guide customers through product features and best practices to maximize value
- Document and escalate complex issues to relevant teams while keeping customers informed
- Collect and analyze customer feedback to identify trends and improvement opportunities
- Maintain detailed records in the CRM system to support service continuity and analytics
- Collaborate with sales and marketing teams to align customer needs with company offerings
- Proactively identify at-risk customers and implement retention strategies
Skills Required
- Respond to customer inquiries via phone, email, and chat
- Troubleshoot technical and service-related issues with accuracy and empathy
- Guide customers through product features and best practices
- Document interactions and maintain detailed records in a CRM system
- Escalate complex issues to relevant teams while keeping customers informed
- Collect and analyze customer feedback to identify trends and improvements
- Collaborate cross-functionally with sales and marketing to align customer needs
- Proactively identify at-risk customers and implement retention strategies
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The Company
What We Do
Jobberman is Nigeria's leading career development and recruitment solutions company, focusing on connecting qualified job seekers with verified employers. Headquartered in Lagos, Nigeria, the company operates as an online job marketplace and career portal. It provides comprehensive online career development support, training services, and personalized HR solutions designed to empower job seekers and assist employers in finding the right talent.
