About the Role

Job Summary

We are seeking a customer-focused and proactive Customer Service Agent to deliver exceptional support to customers across multiple communication channels. The ideal candidate will resolve inquiries efficiently, maintain a positive customer experience, and uphold the company's service standards.

Key Responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media in a timely and professional manner.
• Resolve customer complaints and concerns while ensuring high levels of customer satisfaction.
• Escalate complex issues to the appropriate department when necessary.
• Maintain accurate records of customer interactions, transactions, and feedback.
• Provide accurate information about the company's products, services, and policies.
• Follow up with customers to ensure issues have been fully resolved.
• Meet individual and team KPIs, including response time, resolution time, customer satisfaction (CSAT), and quality scores.
• Collaborate with internal teams to resolve customer issues promptly.
• Identify recurring customer concerns and recommend process improvements.
• Stay updated on company products, services, and operational procedures.

Requirements & Qualifications

Requirements

• Bachelor's degree or HND in any discipline.
• 1–3 years of customer service experience.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office and customer support software (CRM/ticketing systems is an advantage).
• Ability to multitask and work in a fast-paced environment.
• Strong interpersonal skills and a customer-first mindset.

Key Competencies

• Customer Focus
• Communication Skills
• Emotional Intelligence
• Time Management
• Attention to Detail
• Teamwork
• Adaptability

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Duob Recruitment Company

About Duob Recruitment Company

We’re on a mission to make sure our clients find the right candidates to fill vacancies and grow their business or organisation to the next level. And no matter what the industry is or who our client might be, we always carry out our work to a high standard.
By working hard to understand what our client’s needs are, we can then utilise our extensive network of contacts to find a candidate who is just right for you.