This Customer Support Representative role focuses on serving as a key point of contact for customers, vendors, and other platform users, ensuring enquiries are handled promptly and complaints are resolved effectively. The Representative will guide customers through the customer journey, including verification, onboarding, and payments, while maintaining accurate CRM records. Day-to-day work covers complaint management, transaction support, technical issue documentation, and reporting in a hybrid setup based in Ibeju, Lagos.

• Job Location: Ibeju, Nigeria
• Employment Type: Full-time (Hybrid)
• Salary: Not stated

SmallSmall Technology is a technology-driven company focused on simplifying the rental and housing and e-commerce experience through digital solutions. The company's Customer Experience team serves as the key point of contact for customers, vendors, and platform users. The work environment is fast-paced, with a focus on following established processes and taking ownership of issues through to resolution.

Customer Support and Engagement

• Respond promptly and professionally to customer enquiries through company-approved communication channels, including phone calls, email, messaging platforms, and other support channels
• Provide accurate information on the company's services, products, rental processes, payments, listings, bookings, and related transactions
• Guide customers through the customer journey, including enquiries, verification, onboarding, payments, and other applicable service processes
• Maintain a courteous, empathetic, and professional approach in all customer interactions
• Follow up with customers to provide updates and ensure outstanding concerns are resolved

Complaint Management and Resolution

• Receive, investigate, document, and resolve customer complaints within established timelines
• Handle payment concerns, transaction disputes, service complaints, booking issues, delivery or fulfilment concerns, and platform-related challenges, as applicable
• Take ownership of customer issues and coordinate with the relevant internal teams to achieve timely resolution
• Maintain proper records of complaints, actions taken, escalations, and final resolutions

Transaction and Process Support

• Assist customers with enquiries relating to payments, transactions, bookings, orders, and service fulfilment
• Monitor pending customer requests and follow through with relevant teams to prevent unnecessary delays
• Ensure customers receive accurate updates at each stage of their transactions or service requests

Platform and Technical Support

• Document technical issues reported by customers and communicate them to the relevant technical team
• Follow up on reported technical issues and keep affected customers informed of progress
• Provide feedback on recurring platform challenges and recommend improvements based on customer interactions

CRM Management and Reporting

• Accurately record customer interactions, enquiries, complaints, follow-ups, escalations, and resolutions in the company's designated CRM or tracking systems
• Maintain complete and up-to-date customer records
• Track outstanding cases and ensure follow-ups are completed within the required timelines
• Submit daily reports and other required performance updates within stipulated deadlines
• Provide accurate information on customer enquiries, complaint trends, resolution status, and recurring service issues
• Carry out other relevant responsibilities assigned by the supervisor or Head of Customer Experience

• Bachelor's degree in Business Administration, Communications, Marketing, Social Sciences, or a related discipline
• At least 1–3 years of relevant experience in customer support, customer service, customer experience, contact centre operations, or a related role
• Excellent verbal and written communication skills
• Strong customer service, complaint-handling, and problem-solving abilities
• Ability to manage multiple enquiries and prioritise tasks in a fast-paced environment
• Good follow-through, attention to detail, and a strong sense of ownership and accountability
• Familiarity with CRM systems, ticketing platforms, spreadsheets, and customer service reporting tools
• Ability to handle difficult customer interactions calmly and professionally
• Good documentation, record-keeping, and reporting skills
• Ability to work effectively with cross-functional teams
• Proficiency in Microsoft Office or Google Workspace tools
• Experience in a technology-driven company, property technology, e-commerce, or a related service environment is an advantage

How to Apply
Interested candidates should Apply here.

Why This Job Might Be a Good Fit
This role suits someone with early customer support experience who wants hands-on exposure to e-commerce and marketplace operations rather than a single-channel helpdesk. Because the position covers complaint resolution, transaction support, and CRM reporting, it builds practical support skills that transfer across proptech, e-commerce, and platform businesses.

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