• Application Deadline:
• Position: SMB Customer Support Specialist, MEA


• Job Type Contract , Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

This role may be required to work onsite on rotational shifts which includes weekends and public holidays.

Responsibilities:

• Provide world class support to all Httpool SMB customers in a customer centric environment through the use of multiple support tools via different channels that includes email, chat, phone, social media and content moderation.


• Perform assisted support and provide consultative recommendations and help identify any opportunities to upsell Httpool solutions that will enable customer success


• Manage on-boarding and perform basic account management tasks for new & existing clients or customers for our SMB SaaS and High Value Clients


• Gather product feedback and support marketing initiatives by connecting with new & existing clients or customers through outbound and inbound calls.


• Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to Httpool Data Protection Policy


• Be an effective Subject Matter Expert of Httpool Products and provide local market & language expertise as required to improve overall product support experience and drive customer success


• Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date


• Escalate and file tickets for all technical issues and product bugs and follow up to ensure timely resolution to our customers issues


• Successfully performs against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics


• Perform other duties as assigned by SMB Customer Support Manager

Requirements

Minimum Qualifications

• Excellent written and verbal communication skills in English & fluency in Nigerian or Arabic is required


• Minimum two (2) year of relevant work experience in customer service, call center, advertising, e-commerce, marketing, technology products or SaaS related industry


• Willing to work onsite on rotational shifts which includes weekends and public holidays


• A working understanding of e-commerce, online advertising or social media principles and support elements is required


• Self-motivated and able to work autonomously


• Detail-oriented and able to manage multiple tasks effectively


• Passion for helping small businesses with Ads platforms and technology


• BA/BS degree or relevant qualifications preferred but not required