Customer Support Specialist Vacancy at DataVance LLC

Overview

Responsibilities

• 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.

Requirements

• 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.