Customer Support Specialist Vacancy at DataVance LLC

OND/HND/Bachelor’s degree in Business Administration or related field. 3–5years of experience in a customer support, call centre, or service-oriented role (industry-specific experience is an advantage). Excellent verbal and written communication skills. Strong problem-solving and active listening abilities. Proficiency in CRM systems, ticketing tools, and basic computer applications. Ability to multitask, manage stress, and work in a fast-paced environment. Empathy, patience, and a customer-centric mindset. Knowledge of support tools. Troubleshooting skills for digital applications or platforms.

Respond to customer inquiries via phone, email, live chat, and social media. Provide product/service information, resolve issues, and ensure a positive customer experience. Log all interactions in the CRM system accurately and ensure follow-up where necessary. Escalate complex cases to the appropriate team while ensuring continuity and prompt resolution. Identify customer challenges and provide clear, effective solutions. Troubleshoot product/service issues based on defined procedures and knowledge bases. Monitor and track open tickets until full closure. Maintain a professional, empathetic, and customer-first approach at all times. Identify opportunities to enhance customer satisfaction and reduce complaints. Collect customer feedback and relay insights to the team for service improvement. Process Compliance & Continuous Improvement Follow all customer support processes, SLAs, and quality standards. Contribute to developing support documentation, FAQs, and knowledge base articles. Work collaboratively with the product, sales, and operations teams to address recurring issues.