Online Customer Support Specialist

HelpLine Connect

Available Locations: Lagos, Lagos

Job Description

Job Summary


HelpLine Connect is seeking an enthusiastic and customer-focused Online Customer Support Specialist to join our remote team. In this role, you will serve as the first point of contact for our customers, assisting them with inquiries, troubleshooting issues, and providing exceptional service through various online channels such as chat, email, and social media. This position is ideal for someone with strong communication skills, a problem-solving mindset, and the ability to deliver a positive customer experience in a fast-paced digital environment.



Key Responsibilities



  • Respond promptly and professionally to customer inquiries via live chat, email, and other digital platforms.

  • Troubleshoot and resolve customer issues while maintaining a high level of satisfaction.

  • Accurately document interactions and update customer records in the CRM system.

  • Provide detailed product and service information to customers in an easy-to-understand manner.

  • Escalate complex issues to the appropriate department when necessary.

  • Monitor and manage multiple chat conversations simultaneously with efficiency and accuracy.

  • Stay up-to-date with company products, services, policies, and procedures.

  • Assist in identifying recurring customer issues and suggest process improvements.



Required Skills and Qualifications



  • Strong written and verbal communication skills in English.

  • Ability to multitask and handle multiple customer conversations effectively.

  • Basic computer literacy and proficiency in using online communication tools.

  • Excellent problem-solving and decision-making abilities.

  • Strong attention to detail and ability to work independently.



Experience



  • Minimum: 0–2 years of experience in customer service, online support, or related roles.

  • Preferred: Previous experience in remote or online customer service roles.



Working Hours



  • Flexible shifts with options for full-time and part-time.

  • Availability to work evenings, weekends, and holidays as needed.



Knowledge, Skills, and Abilities



  • Familiarity with CRM systems and live chat platforms.

  • Understanding of basic troubleshooting steps for common technical issues.

  • Ability to remain calm and professional in challenging situations.

  • Strong time management and organizational skills.



Benefits



  • Competitive salary with performance-based incentives.

  • Work from home with a flexible schedule.

  • Paid training and continuous learning opportunities.

  • Health and wellness programs.

  • Opportunities for career advancement within the company.



Why Join HelpLine Connect?


At HelpLine Connect, we believe in empowering our employees with the tools, training, and support they need to succeed. You’ll be part of a growing team that values innovation, collaboration, and delivering exceptional customer experiences. Join us and enjoy the freedom of remote work while building a rewarding career in customer support.



How to Apply


If you are passionate about helping customers and thrive in a virtual work environment, we’d love to hear from you! Submit your updated resume and a brief cover letter to us with the subject line: “Application for Online Customer Support Specialist.”

Apply Now

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