Technical Customer Support Representative at Estuary Business Solutions (EBS) Limited

Estuary Business Solutions (EBS) is a leading IT and Business Services Consultancy located in Lagos, Nigeria. EBS enables business transformation for our clients through the innovative use of technology. Strategic planning and business management. We work closely with our clients to realize their potential – enabling change that increases their efficiency, accelerates growth and manages risk. EBS works with a host of clients in both the private and public sectors.

We are recruiting to fill the position below:

Job Title: Technical Customer Support Representative

Location: Eti-Osa, Lagos
Employment Type: Full-time

Overview

Customer support is one who provide help when customers have trouble with a company’s products or services.
It’s ultimately about making sure customers are successful in solving whatever issues they came to your business to help solve.
Their top duties include resolving customer complaints, responding to phone call and email requests and maintaining customer service records.

He/She must posses:

Positive attitude.
Excellent communication skills. Think big here, real big.
Thorough product knowledge.
Strong multi-tasking skills.
Patience.
Fast pace.
Creative thinking.
Stress resistant.

Job Description
Answering questions about a company’s products or services:

Answering both general / specific customer questions about the company’s products / services is a key responsibility of many service agents.
In fact, knowledgeable employees are one of the most important aspects of a good customer service experience.
Knowing the ins and outs of a company’s offerings is critical for frontline service reps.
It allows them to provide quick, accurate, and comprehensive responses to customers and prospects.

Processing orders and transactions:

Some of the basic customer service job duties may involve receiving and processing incoming orders.
Moreover, transactions as well as handling order cancellations, product returns, or exchanges. It means ensuring that customer orders and transactions are processed in an efficient and timely manner.

Resolving issues and troubleshooting technical problems:

Resolving product/service issues, troubleshooting problems, and providing ongoing technical assistance to customers.

Delivering information about company’s offerings:

Apart from answering questions and resolving issues, the duties of a customersupport specialist may include providing information about a company’s special offerings and upselling related products/services, if appropriate, when engaging with customers.

Providing proactive customer outreach:

According to numerous studies, today’s consumers expect customer service to be more proactive and personalized.
Thus, customer support representatives are not just required to reactively respond to requests.
Proactive customer outreach is also becoming a common duty of service employees.
It may include offering support before customers even ask for help. For example;
- Through proactive chat
- Informing customers about real or potential product/service issues
- Monitoring brand mentions
- Engaging in customer conversations on social media
- Proactively asking customers for feedback

Handling customer complaints:

Dealing with unhappy customers and handling complaints is analmost inescapable duty of many customer supportemployees.
This applies especially to frontline reps, who are usually the first point of contact for customers.

Collecting and analyzing customer feedback:

The customer supportrepresentative duties do not end at just responding to customers and resolvingtheir issues.
Collecting and analyzing customer feedback can also be a part of their customer supportjob tasks.

Responding to customer reviews:

Review platforms are growing in popularity and more consumers are relying on other people’s opinions/experiences when making purchasing decisions.
Therefore, service agents should know how to handle negative reviews and turn those unpleasant situations into positive experiences. Overall reduce possible brand reputation damage.

Developing and documenting knowledge into helpful content:

Customer support employees naturally have a deep knowledge of a company’s products/services.
Therefore, a solid understanding of how to use them to get the maximum value.
They are usually involved in the development and creation of helpful content for customers and prospects.

Requirements