Gbyte Place Management Services is a Lagos-based outsourcing and professional services company providing skilled talent, managed workforce solutions and project support to local and international businesses. Our services span customer service, virtual assistance, technology, data analytics, cybersecurity and specialised business support.
We are committed to delivering reliable solutions through professionalism, accountability, effective workforce management and continuous improvement.
We are recruiting to fill the position below: Job Title: Customer Service Representative
Location: Lagos
Job Summary
Gbyte Place Management Services is seeking intelligent, articulate and customer-focused individuals to join its customer service team.
The successful candidates will serve as the primary point of contact between our clients and their customers, ensuring that enquiries are handled professionally, concerns are resolved effectively and every interaction reflects a high standard of service.
We are looking for individuals with excellent communication skills, sound judgement, strong problem-solving abilities and the confidence to manage customer interactions independently.
The ideal candidates must be quick learners, attentive to detail and capable of adapting to different customer needs, service environments and performance expectations.
Key Responsibilities
Act as the first point of contact for customer enquiries across multiple channels, including telephone, email, live chat and other designated support platforms.
Listen actively, understand customer concerns and provide clear, accurate and appropriate responses.
Handle complaints, resolve service-related issues and manage difficult conversations with professionalism, patience and sound judgement.
Take ownership of customer concerns, follow through on outstanding issues and ensure timely resolution.
Escalate complex or sensitive matters appropriately, providing relevant information and maintaining accountability until resolution.
Communicate product information, service details, procedures and policies accurately and confidently.
Maintain accurate records of customer interactions, complaints, feedback and resolutions using designated CRM and support systems.
Follow established service procedures, client-specific guidelines and quality assurance standards.
Meet assigned productivity, response time, customer satisfaction and service quality targets.
Identify recurring customer concerns and provide useful feedback to support improvements in service delivery.
Maintain professionalism, confidentiality and appropriate handling of customer information at all times.
Work collaboratively with team members and other relevant departments to ensure effective service delivery.
Requirements and Qualifications
Minimum of a Higher National Diploma (HND) or Bachelor's degree in any discipline.
Must have completed the National Youth Service Corps (NYSC) programme.
Minimum of two (2) years' relevant customer service experience, preferably in a structured customer support or contact centre environment.
Previous experience handling international customers, particularly within the US or UK markets, will be an added advantage.
Excellent spoken and written English, with strong articulation, proper sentence construction and the ability to communicate confidently and professionally.
Demonstrable critical thinking, analytical reasoning and problem-solving abilities.
Strong active listening skills and the ability to understand, interpret and respond appropriately to customer concerns.
Ability to exercise sound judgement, take initiative and manage customer interactions with minimal supervision.
Excellent interpersonal skills, emotional intelligence and the ability to remain composed when dealing with difficult customers.
Good computer literacy, including proficiency in Microsoft Office applications and the ability to navigate digital platforms and CRM systems.
Strong attention to detail, accuracy and organizational skills.
Ability to learn quickly, adapt to new processes and work effectively in a target-driven environment.
Willingness and flexibility to work assigned shifts, including schedules that accommodate international time zones.