Customer Representative at Alan & Grant, Lagos

Job Summary

The Customer Service Representative will be the first point of contact for subscribers. The primary goal is to deliver excellent service by resolving customer inquiries, managing account subscriptions, troubleshooting basic technical issues, and ensuring a positive customer experience.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat, or in person.
• Assist customers with subscription activations, upgrades, downgrades, and clearing error codes (e.g., E16, E32).
• Process subscription payments, resolve billing discrepancies, and guide customers on using self-service payment platforms.
• Walk customers through basic technical troubleshooting for decoders, smartcards, satellite signals, and the app.
• Listen to customer needs and recommend appropriate hardware upgrades or premium channel packages to add value.

Requirements

• OND, HND, or Bachelor’s degree in any discipline.
• Minimum of 1 year of experience in a customer-facing role (call center or walk-in customer service experience is a plus).
• Strong verbal and written communication skills with a friendly and patient demeanor.
• Basic computer literacy and the ability to learn quickly subscription management software.
• Ability to talk to customers calmly and resolve issues efficiently under pressure.