Customer Support Personnel

June 22, 2022

Job Description

  • Lagos

Scrapays Technologies Limited

Scrapays facilitate the recovery of recyclable materials by building the digital infrastructure that optimizes the waste value-chain connecting the players to increase efficiency and profitability. Doing this allows us directly improve the 4% recycling rate in Africa compared to 32% in America and 48% in Europe. We provide wallet solutions across our tech solution USSD, WhatApp Bot and Mobile Applications integrated with our IoT device to allow individuals and businesses to earn rewards in cash commission for disposing of, collecting, storing, moving, or processing Recyclable waste.
We are recruiting to fill the position below:
Job Title: Customer Support Personnel
Location: Lagos
Work Structure: Hybrid
Team: Community Support
Category: Level I
What We’re Looking For

We are seeking individuals who are empathetic and can build and deliver amazing customer experiences through their interactions with customers on behalf of an organization.
Addressing customer issues and resolving them in a timely and efficient manner using a variety of channels such as phone, email, and social media, and ensuring that all valid customer concerns are being dealt with.

Responsibilities

Makes sure that they take ownership, understand all organization products and help the customer get the smooth and optimal experience they deserve.
The support rep will also work closely with teams from different departments to ensure swift action is taken to get a particular issue sorted.
Answering questions about a company’s products or services and delivering information about the company’s offerings.
Providing proactive customer outreach, including informing customers about real or potential product/service issues monitoring brand mentions, engaging in customer conversations on social media.
Developing and documenting knowledge into helpful content: this may include writing Knowledge Base articles, FAQs, help manuals, how-to guides, troubleshooting documentation, and blog posts.
Handling customer complaints and responding to customer reviews and feedback.
Escalate unresolved issues to the appropriate internal teams
Collect and manage customer data.
Tracking customer service KPIs and reporting.
Master the use of a helpdesk software.

Qualifications

Degree: Higher Diploma or B.Sc. Bachelor’s degree in Social sciences like Economics, Business Administration, Communications, Psychology, or any other related field.
Person Characteristics: personal drive, excellent interpersonal and communication skills, including effective writing skills, business awareness and excellent organizational and time management skills, competent technical knowledge, enthusiastic and empathic personality, proactive and ability to honor deadlines.
Skills: Experience using a CRM tool, Slack, Google Suite, Excel, Cold Outreaches, and LinkedIn Sales Navigator.

Benefits

Have fun with brilliant, amazing, and downright unique people working to make the world a better place;
Hybrid Work Structure
A lot of talking and meeting people

Application Closing Date
30th June, 2022.
How to Apply
Interested and qualified candidates should:
Click here to apply online
And
Send the completed exercise below including the role’s title in your subject line to: [email protected]
Click here for more information
Exercise

Make a 5-minute video answering the following question.
How do you perceive delayed response time affects business perception?
What is the most you have done for a person you consider not your friend?
Tell us of a time you talked your way out of a difficult situation. What worked and why?

To apply for this job please visit forms.gle.

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