We are recruiting to fill the position below:
Job Title: Customer Service Specialist
Location: Lagos
Job type: Full-time
Job Summary
- The Customer Service Specialist will support the Customer experience Manager in ensuring operational excellence across the Customer Experience function.
- The role is responsible for driving complaint resolution, coordinating customer follow-ups, monitoring daily customer service activities, ensuring service quality, and supporting continuous improvement initiatives.
- The Specialist will serve as the first level of operational oversight for the Customer Service
- Executives by monitoring performance, ensuring timely resolution of customer issues, coordinating daily work schedules, and maintaining excellent service delivery standards.
- This role is dynamic, and responsibilities may be adjusted from time to time to meet organizational needs.
Complaint Resolution & Customer Follow-up:
- Take ownership of escalated customer complaints from initiation to resolution.
- Coordinate with Technical, Sales, Logistics, Finance, and other departments to ensure timely resolution of customer issues.
- Maintain an accurate complaint tracking system and monitor the status of all open cases.
- Conduct regular follow-up with customers to provide updates and ensure complete resolution.
- Ensure all complaints are properly documented within the CRM.
- Identify recurring customer issues and recommend preventive actions.
- Prepare weekly and monthly complaint resolution reports, including root cause analysis and improvement recommendations.
- Ensure service level agreements (SLAs) for complaint resolution are consistently met.
Customer Service Operations & Daily Monitoring:
- Coordinate daily customer service activities and allocate workloads among
- Customer Service Executives.
- Monitor daily inbound and outbound call activities to ensure productivity targets are achieved.
- Review call queues, pending cases, overdue follow-ups, and unresolved tickets.
- Ensure all customer interactions are properly logged in the CRM.
- Monitor turnaround time for customer inquiries and complaint resolution.
- Ensure daily operational reports are completed accurately and submitted on time.
- Escalate operational bottlenecks affecting customer experience.
Quality Assurance & Performance Monitoring:
- Monitor customer calls, WhatsApp conversations, emails, and other communication channels for quality assurance.
- Evaluate customer interactions against established quality standards and SOPs.
- Provide constructive coaching and feedback to Customer Service Executives.
- Identify training opportunities based on quality monitoring results.
- Track customer satisfaction trends and recommend service improvements.
- Ensure consistent adherence to customer service policies and procedures.
Customer Support Oversight:
- Support Customer Service Executives in handling complex customer inquiries and escalations.
- Assist in resolving sensitive customer cases requiring managerial intervention.
- Ensure customers receive timely, professional, and accurate responses across all communication channels.
- Maintain high customer satisfaction by ensuring prompt service delivery.
- Support walk-in customer engagements whenever necessary.
Customer Verification & Order Quality Control:
- Supervise customer verification processes to ensure compliance with company policies.
- Review customer information for completeness and accuracy before order approval.
- Ensure verification calls are conducted according to approved scripts and standards.
- Monitor verification turnaround times and recommend process improvements.
- Work closely with Sales and Verification teams to resolve discrepancies.
Reporting & Data Analysis:
- Prepare daily, weekly, and monthly customer service performance reports.
- Analyze customer complaints, response times, call volumes, and resolution trends.
- Generate insights and recommendations to improve operational efficiency.
- Track daily departmental KPIs.
Process Improvement & Documentation:
- Review existing customer service processes and recommend improvements.
- Assist in developing and updating SOPs, call scripts, knowledge base articles, and customer communication templates.
- Ensure customer service documentation remains accurate and up to date.
- Participate in process automation and service improvement initiatives.
Team Coordination & Collaboration:
- Coordinate daily customer service meetings and operational briefings.
- Support onboarding and coaching of new Customer Service Executives.
- Promote collaboration between Customer Service, Technical Support, Sales, Logistics, Finance, and Marketing teams.
- Ensure smooth communication and handover of customer issues across departments.
Customer Education & Experience Improvement:
- Support customer education initiatives to reduce repeat inquiries and complaints.
- Ensure customers receive clear guidance on product usage, maintenance, payment processes, and company policies.
- Monitor customer feedback and recommend initiatives to improve the overall customer experience.
Other Responsibilities:
- Assist the Customer Service Manager with operational planning and departmental projects.
- Stand in for the Customer Service Manager during short periods of absence when assigned.
- Perform any other duties assigned by management to support business objectives.
Application Closing Date
Not Specified.
Interested and qualified candidates should send your CV to: recruitment_nigeria@bluetti.com using the job title as the subject of the mai
