Job Openings at Alan & Grant

JOB SUMMARY

Our Customer Service Supervisor is responsible for handling the highest level of service issues to ensure our customer’s escalations are resolved in an effective and timely manner. You provide knowledge and expertise to the Customer Support Executive, while successfully resolving any service-related issues and ensuring departmental objectives are met.  

RESPONSIBILITIES:

• Daily reviewing of previous days' performance and action items to implement immediate improvements for missed opportunities. 
• Publishing of weekly/monthly management reports summarizing performance across the team including any relevant matters/insights. 
• Cascading regular feedback to the team on performance / initiatives and relevant updates. 
• Department KPIs to track performance and implement strategies and/or optimize procedures to meet and improve targets. 
• Effectively managing and developing Customer Support Executives to drive the performance. 
• Serving as a final point of escalation for Customers who wish to escalate concerns questions or complaints above the executives’ level. 
• Working closely with key business functions. 
• Compliance to ensure that staff are familiar with and compliant with the latest customer-facing regulations. 
• Implementing change initiatives and actively promoting a positive culture focused on performance, accountability, customer retention and results within the department. 
• Developing and implementing customer service procedures and guidelines to ensure adherence to company policies and standards. 
• Identifying areas for improvement and recommending changes to enhance service quality. 

REQUIREMENTS:

• B.SC in Marketing, Business Administration or other relevant fields. 
• 4+ years of experience in customer support or a related field. 
• Excellent use of technology/Tech Savvy 
• Ability to manage a team. 
• Excellent written and verbal communication skills. 
• Strong problem-solving skills and the ability to think creatively. 
• Passion for gaming and an understanding of the gaming industry. 
• Ability to work independently and as part of a team. 
• Familiarity with customer support tools and ticketing systems. 
• Ability to work flexible hours, including weekends and holidays, as needed

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• First Steps is a 4-weeks intensive program to prepare fresh graduates for entry level opportunities.
• This program is designed to incorporate young talents and provide them with the necessary career-related tools to excel in a chosen career path.
• The program is designed to close the gap between employer expectations and higher education outcomes.
• The program will graduate young & emerging professionals who are resilient, work-ready, and who are eager to become leaders in their professions.

Requirements

• Minimum of a B.Sc/HND in any discipline and have completed NYSC
• Previous work experience is not required but may be beneficial.
• A growth mindset and an optimistic attitude.
• Excellent research skills and a desire to learn.
• Excellent oral and written communication abilities

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JOB SUMMARY:

We are seeking a skilled and motivated individual to join our team as a Customer Support Executive for our gaming platform.  In this role,you will be responsible for ensuring our customers receive the best possible support when they have issues or questions related to our games. You will work closely with our development,operations and quality assurance teams to troubleshoot and resolve customer issues.You will also be responsible for maintaining accurate records of customer interactions and escalating issues to the appropriate teams when necessary.  

RESPONSIBILITIES:

• Respond to customer inquiries and troubleshoot issues related to our games via email, chat, and phone support. 
• Maintain a high level of customer satisfaction by providing timely and effective solutions to customer issues. 
• Accurately document customer interactions and ensure that customer data is entered correctly into our support systems. 
• Work with the development, operations, and quality assurance teams to identify and                    troubleshoot issues that are affecting customers. 
• Escalate complex or unresolved issues to the appropriate teams and follow up to ensure timely resolution. 
• Stay Up to date on the latest product features and industry trends to provide accurate information to customers. 

Requirements

• B.SC in Marketing, Business Administration or other relevant fields. 
• 1-3 years of experience in customer support or a related field. 
• Explicit with the use of computer/Tech Savvy 
• Excellent written and verbal communication skills. 
• Strong problem-solving skills and the ability to think creatively. 
• Passion for gaming and an understanding of the gaming industry. 
• Ability to work independently and as part of a team. 
• Familiarity with customer support tools and ticketing systems. 
• Ability to work flexible hours, including weekends and holidays, as needed