Customer Support and Data Analyst

Customer Support and Data Analyst

Location: Ajah, & Lekki - Lagos

Employment Type: Full-time

Job Objective

• The Customer Support Analyst is responsible for delivering structured, responsive, and data-driven customer support services that ensure high levels of client satisfaction, service reliability, and operational efficiency.
• The role supports organizational service delivery by managing customer interactions, monitoring communication channels, tracking service performance, and generating actionable insights through data analysis and reporting systems.
• The position ensures that all customer requests are professionally handled, properly documented, and resolved within established service standards while maintaining accurate service records and performance dashboards.

Key Roles & Responsibilities

Customer Support & Client Communication Management:

• Provide timely, professional, and courteous responses to customer inquiries through approved communication channels including email, phone, chat, and service platforms.
• Receive, acknowledge, and manage customer service requests in accordance with company service standards.
• Maintain consistent communication with clients throughout the service resolution process.
• Ensure customer issues are handled with professionalism, responsiveness, and accountability.
• Maintain high standards of customer satisfaction and service delivery.

Ticketing System & Service Request Management:

• Log, categorize, prioritize, and manage customer tickets using structured ticketing systems.
• Monitor ticket progress to ensure timely resolution in accordance with service level expectations.
• Escalate unresolved or critical issues to appropriate departments or supervisors.
• Ensure proper documentation of actions taken on each customer request.
• Verify closure of tickets only after resolution confirmation and client acknowledgment.
• Maintain accurate records of all service requests and resolutions.

Client Engagement Monitoring & Communication Tracking:

• Monitor and track customer interactions using approved engagement platforms.
• Maintain visibility of customer communication activities across digital channels.
• Ensure all customer communication is recorded and traceable for service accountability
• Identify delays or communication gaps and initiate corrective actions.
• Support management in maintaining structured customer communication workflows.

Reporting, Data Analysis & Performance Dashboard Management:

• Generate daily, weekly, and monthly customer service performance reports.
• Develop and maintain structured dashboards to monitor customer service metrics.
• Track key performance indicators including response time, resolution time, and ticket closure rate.
• Analyze service data to identify trends, recurring issues, and service improvement opportunities.
• Ensure accuracy, consistency, and timeliness of customer service reports.
• Provide management with data-driven insights to support operational decision-making.

Customer Records & CRM Data Management:

• Maintain accurate and up-to-date customer records within customer relationship management systems.
• Ensure proper documentation of customer profiles, communication history, and service interactions.
• Verify data accuracy and consistency across customer management platforms.
• Support data integrity and record management requirements for operational and audit purposes.

Cross-Functional Collaboration & Issue Resolution Support:

• Collaborate with technical, operations, sales, and administrative teams to resolve customer issues effectively.
• Coordinate internal communication related to customer service requests.
• Provide customer-related data and insights to relevant departments.
• Support internal teams in maintaining service delivery consistency.
• You may, from time to time, be required to undertake other related responsibilities as directed by Management.

Qualifications

• Bachelor's Degree or equivalent qualification in any discipline.
• Professional certification in Customer Service, Data Analysis, Business Administration, or Information Management is an added advantage.

Minimum Experience:

• 2–4 years of experience in Customer Support, Help Desk, Client Services, or Customer Experience roles.
• Proven experience working with structured ticketing systems and customer relationship management platforms.
• Experience in a service-driven or technical service environment is an added advantage.

Salary

N150,000 - N200,000 monthly.

Application Closing Date

29th April, 2026.

How to Apply

Interested and qualified candidates should send their CV and Applications to: talent@scspng.com using the Job Title as the subject of the email.