Overview
Customer Service Specialist Jobs in Lagos, Lagos State, Nigeria at BLUETTI
Title: Customer Service Specialist
Company: BLUETTI
Location: Lagos, Lagos State, Nigeria
Job Title: Customer Service Specialist
Location: Lagos (HQ)
Reports To: Customer Experience Manager.
How To Apply:
*Interested and qualified candidates should send their CV to [email protected]* using the job title as the subject of the mail.
Job Summary
The Customer Service Specialist will support the Customer experience Manager in ensuring
operational excellence across the Customer Experience function. The role is responsible for
driving complaint resolution, coordinating customer follow-ups, monitoring daily customer
service activities, ensuring service quality, and supporting continuous improvement
initiatives.
The Specialist will serve as the first level of operational oversight for the Customer Service
Executives by monitoring performance, ensuring timely resolution of customer issues,
coordinating daily work schedules, and maintaining excellent service delivery standards.
This role is dynamic, and responsibilities may be adjusted from time to time to meet
organizational needs.
1. Complaint Resolution & Customer Follow-up
• Take ownership of escalated customer complaints from initiation to resolution.
• Coordinate with Technical, Sales, Logistics, Finance, and other departments to
ensure timely resolution of customer issues.
• Maintain an accurate complaint tracking system and monitor the status of all open
cases.
• Conduct regular follow-up with customers to provide updates and ensure complete
resolution.
• Ensure all complaints are properly documented within the CRM.
• Identify recurring customer issues and recommend preventive actions.
• Prepare weekly and monthly complaint resolution reports, including root cause
analysis and improvement recommendations.
• Ensure service level agreements (SLAs) for complaint resolution are consistently
met.
2. Customer Service Operations & Daily Monitoring
• Coordinate daily customer service activities and allocate workloads among
Customer Service Executives.
• Monitor daily inbound and outbound call activities to ensure productivity targets
are achieved.
• Review call queues, pending cases, overdue follow-ups, and unresolved tickets.
• Ensure all customer interactions are properly logged in the CRM.
• Monitor turnaround time for customer inquiries and complaint resolution.
• Ensure daily operational reports are completed accurately and submitted on time.
• Escalate operational bottlenecks affecting customer experience.
3. Quality Assurance & Performance Monitoring
• Monitor customer calls, WhatsApp conversations, emails, and other communication
channels for quality assurance.
• Evaluate customer interactions against established quality standards and SOPs.
• Provide constructive coaching and feedback to Customer Service Executives.
• Identify training opportunities based on quality monitoring results.
• Track customer satisfaction trends and recommend service improvements.
• Ensure consistent adherence to customer service policies and procedures.
4. Customer Support Oversight
• Support Customer Service Executives in handling complex customer inquiries and
escalations.
• Assist in resolving sensitive customer cases requiring managerial intervention.
• Ensure customers receive timely, professional, and accurate responses across all
communication channels.
• Maintain high customer satisfaction by ensuring prompt service delivery.
• Support walk-in customer engagements whenever necessary.
5. Customer Verification & Order Quality Control
• Supervise customer verification processes to ensure compliance with company
policies.
• Review customer information for completeness and accuracy before order approval.
• Ensure verification calls are conducted according to approved scripts and standards.
• Monitor verification turnaround times and recommend process improvements.
• Work closely with Sales and Verification teams to resolve discrepancies.
6. Reporting & Data Analysis
• Prepare daily, weekly, and monthly customer service performance reports.
• Analyze customer complaints, response times, call volumes, and resolution trends.
• Generate insights and recommendations to improve operational efficiency.
• Track daily departmental KPIs.
7. Process Improvement & Documentation
• Review existing customer service processes and recommend improvements.
• Assist in developing and updating SOPs, call scripts, knowledge base articles, and
customer communication templates.
• Ensure customer service documentation remains accurate and up to date.
• Participate in process automation and service improvement initiatives.
8. Team Coordination & Collaboration
• Coordinate daily customer service meetings and operational briefings.
• Support onboarding and coaching of new Customer Service Executives.
• Promote collaboration between Customer Service, Technical Support, Sales,
Logistics, Finance, and Marketing teams.
• Ensure smooth communication and handover of customer issues across
departments.
9. Customer Education & Experience Improvement
• Support customer education initiatives to reduce repeat inquiries and complaints.
• Ensure customers receive clear guidance on product usage, maintenance, payment
processes, and company policies.
• Monitor customer feedback and recommend initiatives to improve the overall
customer experience.
10. Other Responsibilities
• Assist the Customer Service Manager with operational planning and departmental
projects.
• Stand in for the Customer Service Manager during short periods of absence when
assigned.
• Perform any other duties assigned by management to support business objectives.
