About ROK Consults

ROK Consults is seeking a customer-focused and professional Customer Support Specialist to join its team and provide timely, effective, and reliable support to customers.

The successful candidate will be responsible for handling customer enquiries, troubleshooting issues, resolving complaints, and helping customers have a smooth experience across different support channels.

The role involves communicating with customers through email, chat, phone, and other support channels while maintaining a professional and customer-first approach.

The position is offered on a full-time basis and can be performed remotely from Nigeria.

Benefits

Successful candidates will have the opportunity to develop their customer service and communication skills while working in a professional and customer-focused environment.

The role provides practical experience in handling customer enquiries, troubleshooting problems, managing complaints, and delivering effective solutions across multiple communication channels.

Employees will also gain experience working with CRM and customer support platforms, maintaining support records, and monitoring important customer service performance indicators.

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The position provides an opportunity to collaborate with Product, Operations, and other internal teams while developing strong problem-solving and cross-functional communication skills.

Successful candidates will also gain valuable experience in areas such as customer satisfaction, ticket management, issue resolution, escalation procedures, and support documentation.

Requirements

Applicants should have at least 2 years of experience in Customer Support, Customer Success, Client Service, or a related role.

Candidates should possess excellent written and verbal communication skills and be able to communicate clearly, professionally, and empathetically with customers.

The successful candidate should have strong problem-solving and critical-thinking abilities and be capable of investigating customer issues to identify appropriate solutions.

Applicants should be comfortable handling difficult customers and resolving complaints professionally while maintaining a calm and customer-focused approach.

Experience working with CRM systems and customer support platforms is required, as the role involves maintaining accurate records of customer interactions, complaints, and resolutions.

Candidates should have strong attention to detail and the ability to manage multiple customer requests while meeting expected response and resolution times.

The ability to work independently while collaborating effectively with cross-functional teams is also important for this position.

Applicants should have a good understanding of customer service principles and support KPIs, including response time, resolution time, customer satisfaction, and ticket closure rates.

Experience in SaaS, fintech, e-commerce, or technology environments will be considered an advantage.

The successful candidate should also be willing to contribute to FAQs, knowledge bases, and internal support documentation while following company policies and data protection requirements.

How to Apply

Interested and qualified candidates should prepare an updated CV highlighting their customer support experience, communication skills, technical abilities, and relevant professional background.

Applicants should demonstrate their ability to handle customer enquiries, resolve complaints, troubleshoot issues, and maintain positive customer relationships.

Candidates should ensure that their application clearly reflects their experience with CRM systems, customer support platforms, and customer service performance metrics where applicable.

The application should be submitted through the available online application platform.

Location: Remote, Nigeria

Job Type: Full-time

Pay: ₦180,000 – ₦250,000 per month

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