CUSTOMER EXPERIENCE OFFICER AT HR-AID CONSULTS | CUSTOMER EXPERIENCE JOBS IN LAGOS

About Company:

HR-Aid Consults, a start up consulting firm, is recruiting to fill the position above

Job Description:

We are seeking a high-caliber Customer Experience Officer to serve as the critical link between our global clients and our technical infrastructure. In the tech-service sector, "Experience" goes beyond politeness, it is about technical uptime, rapid troubleshooting, and proactive network management. This role is designed for a "Tech-Savvy Communicator" who can navigate a fast-pressured startup environment and speak the language of both the customer and the developer.

Your mission is to own the customer journey from end to end. You will be responsible for the entire service lifecycle: from managing multi-channel inquiries and troubleshooting VPNs to server monitoring and mediating between clients and network operators. If you possess an "Entrepreneurial Approach" and the technical depth to handle DND uploads and message escalations, we want you in our Lekki office.

Requirements:

1. Multi-Channel Support & Issue Governance

• Omni-Channel Response: Act as the primary voice of the brand across Email, Skype, Phone, Live Chat, and Social Media, ensuring rapid and empathetic resolution of all inquiries.

• Technical Troubleshooting: Execute Level 1 technical support, including the setup and troubleshooting of VPNs and the uploading of DND (Do Not Disturb) and Ported numbers.

• Issue Advocacy: Act as the customer’s internal advocate, following up with technical teams to ensure "thorny" issues are resolved with high velocity.

2. Network Operations & Mediation

• Server Monitoring: Proactively monitor server status to identify and report inconsistencies before they impact the client experience.

• Operator Liaison: Serve as the intermediary between clients and network operators for critical tasks such as SenderID approvals and high-priority message escalations.

• Proactive Assurance: Maintain consistent communication with customers during the resolution process, ensuring transparency and building long-term trust.

3. Data Analytics & Experience Strategy

• Service Intelligence: Generate comprehensive service reports and utilize a data-driven approach to identify trends and friction points.

• Experience Optimization: Make strategic recommendations to executive leadership to refine and improve the overall client service experience.

Qualifications and Skills:

Professional Profile

• Education: BA / BS degree in any relevant field.

• Experience: Proven experience in a Customer Support or Experience role, ideally within a Tech Startup or a high-pressure environment.

• Technical Edge: A background in technology (IT, Network Operations, or Software Support) is a significant advantage.

Core Competencies

• Quantitative Problem Solving: Ability to tackle ambiguous, broad-reaching questions using a data-driven mindset.

• Entrepreneurial Agility: Comfortable working in a fast-changing environment where cross-functional collaboration is essential.

• Communication Mastery: Developed oral and written skills with the ability to simplify technical concepts for non-technical clients.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: talent@hr-aidconsults.com using the Job Position as the subject of the mail.