Customer Support Specialist

DelonJobs is seeking to hire a Customer Support Specialist to manage complex customer problems for existing clients, coordinate cross-functional resolution, and provide leadership oversight across active accounts. This role fully owns customer satisfaction—from issue triage to root-cause fix and post-resolution follow-up.

Interested candidates should possess a minimum of a bachelor’s degree from a reputable university, with proven years of experience in customer service/customer success, handling complex issues/escalations.

Salary is negotiable based on experience.

Interested candidates should send their CV with the subject “Customer Support Specialist - Abeokuta” to cv@delon.ng

Location: Abeokuta

Key Responsibilities

• Own complex escalations end-to-end: triage, diagnose, coordinate fixes with internal teams, and close the loop with customers.
• Be the single point of contact (SPOC) for assigned customers, ensuring service levels and expectations are consistently met.
• Coordinate & lead cross-functional stakeholders (ops, tech, billing, recruiting) to deliver timely solutions.
• Monitor SLAs and customer health, track open actions, and drive on-time resolution.
• Perform root-cause analysis (RCA) and implement preventive actions; document playbooks/knowledge base updates.
• Report customer metrics (CSAT, NPS feedback, churn risks, trend analysis) and recommend improvements.
• Coach/guide junior team members on best practices in communications, prioritisation, and escalation handling.
• Champion the voice of the customer in internal reviews and process improvements.
  
   

• Bachelor’s degree (minimum 2:1) from a reputable university.
• Proven experience in customer service/customer success, handling complex issues/escalations
• Excellent written and spoken communication; clear, confident, and professional.
• Maturity and high sense of responsibility in promptly resolving customer problems.
• Strong coordination, stakeholder management, and problem-solving skills.
• Ability to work independently, manage priorities, and remain calm under pressure.
• Familiarity with SLA management, RCA, and customer satisfaction metrics is an advantage.
  
   

• A clear path to grow your skills and take on increasing responsibilities.
• Attractive and competitive compensation package that rewards your skills and experience