CUSTOMER CARE REPRESENTATIVE AT THE VAULT RECRUITMENT | CUSTOMER CARE JOBS IN LAGOS

About Company:

The Vault Recruitment - Our client, a power / energy firm, is recruiting suitable candidates to fill the position above

Job Description:

We are seeking a high-empathy Customer Care Representative (Vacancy Code: LIG002) to serve as the primary brand advocate for our operations in Ikeja. In today’s fast-paced market, the quality of customer support is the ultimate differentiator. This role is designed for a "Resolution Specialist", a professional with at least 1 year of experience who can seamlessly transition between a high-energy onsite office and a disciplined remote environment.

Your mission is to ensure "First-Contact Resolution." You will be responsible for the entire service lifecycle: from managing omnichannel inquiries (Phone, Email, Chat) to troubleshooting product issues and escalating complex cases for technical intervention. If you possess a "Calm-Under-Pressure" mindset and the organizational grit to manage records across a hybrid schedule, we want you to elevate our guest experience.

Requirements:

1. Omnichannel Engagement & Resolution

• Multimodal Communication: Manage and resolve customer inquiries across phone and email, ensuring a consistent and professional brand voice in every interaction.

• Prompt Conflict Resolution: Address and neutralize customer complaints with speed and diplomacy, turning potentially negative experiences into positive brand outcomes.

• Product Advocacy: Maintain a deep understanding of our product and service suite to provide customers with accurate, high-value information.

2. Service Intelligence & Data Governance

• Record Integrity: Meticulously document all customer interactions, feedback, and resolutions to ensure an "Audit-Ready" support history.

• Strategic Follow-up: Proactively close the loop with customers after an issue is resolved to confirm satisfaction and identify any remaining pain points.

• Tiered Escalation: Identify complex issues that require specialized intervention and route them to the appropriate department with detailed contextual notes.

3. Hybrid Operational Excellence

• Agile Workflow: Manage a 1 Week Onsite / 1 Week Remote schedule, maintaining peak productivity and communication transparency regardless of physical location.

• CRM & Tools Mastery: Utilize basic computer tools (MS Office) and CRM platforms to track customer journeys and daily operational metrics.

• Collaboration: Support daily service operations by working closely with internal teams to streamline the "Inquiry-to-Resolution" cycle.

Qualifications and Skills:

Professional Profile

• Education: Minimum of an OND (Ordinary National Diploma) or higher.

• Experience: At least 1 year of core experience in customer care or a related service role.

• Tech Savvy: Proficient in Microsoft Office; experience with CRM tools is a significant competitive advantage.

• Location: Proximity to Ikeja, Lagos is highly preferred to facilitate the onsite work weeks.

Core Competencies

• Interpersonal Diplomacy: Ability to handle difficult customers with professional calm and empathy.

• Analytical Problem-Solving: Identifying the root cause of an issue rather than just treating the symptom.

• Organizational Rigor: Managing a high volume of inquiries without compromising on documentation quality.

Salary

Application Closing Date: Not specified

Application Instructions:

Click the button below to apply