Pad-Up Creations is the leading producer of washable and reusable sanitary pads in Africa. As a social company, we are motivated to give sustainable solutions to the menstrual problems faced by rural and low income girls/women in Africa.Job Summary
We are looking for a Customer Support officer to assist our customers with technical problems when using our products and services.
Customer Support officer responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
Assist in training junior Customer Support Representatives
Requirements and skills
2 – 5 years experience as a Customer Support Specialist or similar CS role
Familiarity with our industry is a plus
Experience using help desk software and remote support tools
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
B.Sc / HND in related field.
Must be willing to learn and unlearn.
Must have passion for excellence and diligent to follow the policy.
The job requires physical presence, candidate must be willing to relocate to Minna, Niger state, Nigeria as we provide accommodation for the successful candidates for 3 months.
Must be open to redeployment to any other location where the company has branches.