Customer Service Officer at Smash Technology Limited

Apply for Customer Service Officer at Smash Technology Limited

Job Title: Customer Service Officer

Responsibilities

• Serve as the first point of contact for clients via walk-ins, phone calls, emails, CRM chats, WhatsApp, and social media platforms.
• Respond to all client inquiries promptly, professionally, and with accurate information regarding services, procedures, and requirements.
• Manage and resolve client complaints efficiently, escalating complex issues to appropriate departments or supervisors as needed.
• Accurately document all client interactions, concerns, and resolutions in the CRM system for proper tracking and follow-up.
• Maintain ongoing communication with assigned clients for feedback, updates, and satisfaction monitoring.
• Conduct product discovery calls, demos, and needs assessments in collaboration with the Sales Officers to support lead conversion and account expansion.
• Proactively monitor client activity and identify opportunities for upselling, cross-selling, or suggesting tailored solutions based on usage trends.
• Prepare proposals, negotiate pricing within approved limits, and manage client agreements through to contract signature and onboarding.
• Log all pipeline activities, communication history, and deal progress in the CRM while ensuring accuracy and data hygiene.
• Provide daily, weekly, and monthly reports on client activity, support issues, and relationship development to supervisors or team leads.
• Transfer leads to Customer Support Sales Officers and support them with relevant client insights to improve conversion outcomes.
• Ensure compliance with company policies, including dress code, communication standards, escalation procedures, and use of approved channels.
• Collaborate with Customer Support and Technical teams to provide clients with seamless communication and quick resolutions.
• Partner with the Marketing team by contributing client feedback and participating in targeted outreach and promotional efforts.
• Meet or exceed performance KPIs, including customer satisfaction scores (CSAT/NPS), response time, service quality, and contribution to revenue through upsells and retention.

Requirements

• Candidates should possess relevant qualifications.
• Minimum of 4 years’ experience in a sales or customer-facing role.
• Proven ability to manage a sales pipeline and close deals consistently.
• Excellent verbal and written communication skills.
• Strong product presentation and client engagement skills.
• Proficient in CRM systems, email etiquette, and digital sales tools.
• Strong collaboration mindset with internal teams.
• Goal-driven, self-motivated, and adaptable under pressure.

Salary
N150,000 – N180,000 / Month.

Application Closing Date
20th July, 2025.

How to Apply
Interested and qualified candidates should send their Resume / CV and Cover Letter to: Hr@smashtechgroup.com using the Job Title as the subject of the email.