Customer Service Officer at Smash Technology

Job Summary

We are seeking a motivated and energetic professional to join our team as a Customer Service Officer. In this in-office role, you will be responsible for providing exceptional customer service while driving lead conversion and sales. You will handle customer inquiries, resolve issues, and convert leads into active paying customers through effective communication and relationship management.

Key Responsibilities

Customer Support & Service Delivery

• Provide timely, professional, and friendly customer service via calls, chats, WhatsApp, email, and walk-ins
• Handle customer inquiries, complaints, and support requests with accuracy and empathy
• Guide customers through product and service information and onboarding processes
• Maintain proper documentation, customer records, and communication logs

Sales & Lead Conversion

• Convert assigned leads into paying customers through effective communication and follow-up
• Explain product offerings clearly and convincingly to potential customers
• Collaborate with the sales and operations team to ensure smooth onboarding after conversion
• Meet and exceed monthly lead conversion and sales targets
• Track leads, prospects, and conversions using CRM or internal tools

Operational Support

• Assist in KYC verification and documentation when required
• Support branch operations, front desk functions, and customer onboarding activities
• Ensure customers receive a seamless experience from initial inquiry to full service activation

Reporting

• Prepare daily and weekly reports on inquiries, conversions, issues resolved, and pending cases
• Provide feedback to management on customer patterns, service gaps, and improvement opportunities

Requirements

• OND, HND, or B.Sc in any relevant field
• 3–8 years of experience in customer service, telesales, front desk, or related roles
• Strong sales and lead conversion skills
• Excellent verbal and written communication skills