Customer Engagement Specialist

CarePoint Solutions

Available Locations: Lagos, Lagos

Job Description

Job Summary


CarePoint Solutions is seeking a passionate and dynamic Customer Engagement Specialist to join our growing team. In this role, you will be the primary point of contact for our customers, ensuring they receive exceptional support and engagement throughout their journey with us. You will play a key role in building long-lasting relationships, understanding customer needs, resolving issues promptly, and creating a positive experience that drives customer loyalty and satisfaction.



Key Responsibilities



  • Serve as the first point of contact for customers via email, chat, and phone to address inquiries and provide timely solutions.

  • Develop and maintain strong relationships with customers to enhance satisfaction and retention.

  • Understand customer needs and recommend appropriate solutions or products to meet their requirements.

  • Handle escalations professionally and work collaboratively with internal teams to resolve complex issues.

  • Monitor customer feedback and share insights with the product and service teams for continuous improvement.

  • Conduct follow-ups to ensure customer concerns are resolved and satisfaction is achieved.

  • Assist in onboarding new customers and providing guidance on products/services.

  • Maintain accurate records of customer interactions in CRM systems.



Required Skills and Qualifications



  • Excellent verbal and written communication skills in English.

  • Strong problem-solving abilities with a customer-first mindset.

  • Ability to handle multiple tasks in a fast-paced environment.

  • Proficient in using CRM software and MS Office tools.

  • High level of emotional intelligence and empathy when dealing with customers.



Experience



  • Minimum: 1–2 years of experience in Customer Service, Customer Support, or Customer Engagement roles.

  • Experience in handling remote communication channels like chat and email is preferred.

  • Experience in a technology or SaaS environment will be an added advantage.



Working Hours



  • Flexible remote working hours with overlapping availability for core business hours (9 AM – 6 PM IST or equivalent in your region).

  • Occasional weekend support may be required based on customer needs (compensatory off provided).



Knowledge, Skills, and Abilities



  • Strong interpersonal skills with the ability to build rapport quickly.

  • High attention to detail and organizational skills.

  • Ability to work independently as well as collaboratively within a team.

  • Tech-savvy with quick learning ability for new software tools and platforms.

  • Positive attitude, resilience under pressure, and proactive problem-solving approach.



Benefits



  • Competitive salary with performance-based incentives.

  • Work from home with flexible scheduling.

  • Health and wellness benefits.

  • Paid time off and holidays.

  • Professional development and training opportunities.

  • Inclusive and collaborative work culture.



Why Join CarePoint Solutions?


At CarePoint Solutions, we believe in delivering excellence and creating exceptional experiences for our customers. Joining us means becoming part of a supportive, innovative, and growth-driven environment where your contributions truly make an impact. We value your ideas, encourage continuous learning, and provide opportunities to grow your career while maintaining a healthy work-life balance.



How to Apply


Interested candidates should send their resume and a brief cover letter to us with the subject line: Application for Customer Engagement Specialist – [Your Name].

Apply Now

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