Customer Support Associate

Responsibilities:

Respond to customer queries across phone, live chat, email and social media.

Log, track and escalate cases using our service desk.

Stay professional and courteous with every customer, on every channel.

Guide customers through our self-service help resources and walk them through simple troubleshooting.

Manage and prioritise several open cases at once.

Escalate issues to the right internal teams and follow up until they are resolved.

Keep customers updated on the status of their cases.

Follow company procedures, service standards and response time targets (SLAs) at all times.

Requirements:

OND, HND, or BSc in any field.

0 to 1 year of customer service experience. Internships, NYSC placements and part-time roles count.

Strong spoken and written English. Knowledge of Pidgin, Hausa, Yoruba, or Igbo is a plus.

Familiarity with sports betting or online gaming is a plus

Comfortable using social media platforms and basic computer tools.

Willingness to work rotating shifts, including mornings, afternoons, evenings, weekends, and public holidays.

Patience, empathy and a calm attitude with frustrated customers.

Ability to understand a problem, explain it clearly, and find a solution.

A quick learner who can keep up in a fast-paced environment.

A team player who is also self-motivated.

Ability to follow guidelines and work towards set targets (KPIs).

Experience with support tools like Freshdesk, Zendesk, or Jira is a plus, but not required. Must be based in Abuja and able to work from our office.

Employment is subject to background checks, as required by law for this role.