Customer Care Agent at Nexford University

Nexford University is a next-generation university based in Washington DC offering a competency-based learning model. Nexford’s mission is to enable greater social and economic mobility by providing an
affordable high-quality education that will positively impact millions of lives around the world.

At Nexford, we offer the following degrees and certificates: Associate of Applied Science in Business (AAS), Bachelor of Business Administration (BBA), MBA, nine undergraduate certificates and three graduate certificates in the field of business.

Job Title: Customer Care Agent

Location: Lagos

Employment Type: Full Time

Job Description

Do you know how to drive community engagement on social media and respond to customers across multiple channels? Do you have exemplary written English and communication skills with the personal touch? Are you a people person, a multitasker and a social media savvy professional?

Join a next-generation university making high-quality affordable education available worldwide. Nexford University is looking for a full-time customer care agent in Nigeria to work with our experienced Customer Care Team Lead, with dotted line responsibility into a growing Nigeria team. You will represent our brand, engage our potential learners and play a crucial customer service role within our developing marketing team.

Job Summary

In this role, you’ll maintain our high standards across multiple social media and owned channels including a help inbox, and live chat on Nexford’s website. You’ll have outstanding knowledge on customer service and community management trends, tools, techniques as well as social listening. You will support the growth of a brand ambassador program to help spread Nexford’s inspiring story.

Working Hours: 

Full-time and flexible depending on the candidate, to include Saturdays. You’ll be working with a content team based in London, the UK and Cairo, Egypt, and a global marketing team including a local physical team in Nigeria.

Key Responsibilities 

• Work with our experienced Customer Care Team Lead to manage the online community across all company social media accounts as well as email, live chat support and phone 
• Out of hours community management including Saturdays and close social media monitoring  
• Excellent customer support by responding to comments, customer inquiries and live chat in an on-brand, effective and timely manner  
• Social listening and account monitoring to report on feedback, online reviews and, trends 
• Experience at proactively generating leads and driving sales via social media 
• Organize and take part in events to build community and boost brand awareness  
• Proactively report on the community with precise, concise and actionable insights 
• Build a digital community for our alumni: #NXUGrad. 

Competencies  

• Highly proficient in written and spoken English  
• Strong attention to detail and quality-obsessed: takes pride in their work   
• Proven track record of customer support with a sound understanding of social media and community management 
• Self-starter with initiative and drive, capable of working quickly and efficiently in a results-oriented environment  
• Passionate about solving customer problems with the personal touch  
• Ability to learn fast and adapt Nexford’s tone of voice on multiple channels  
• Effective communication and collaboration skills 
• Experience working independently with minimal supervision 

The Ideal Candidate  

• 2+ years' experience as a community manager and 2+ years of customer support experience   
• Fluent English proficiency  
• Strong customer service skills 
• Social media prowess: good knowledge of the changing landscape and emerging technologies 
• Undergraduate degree  
• Strong verbal and written communication skills 
• Influencer marketing, events marketing or chatbot experience is beneficial.  

Benefits  

• Work at a company with a social mission where you can make a real difference in the world 
• 10 days paid vacation 
• 12 days paid sick leave 
• 12 days paid personal development time off, post-probation 
• 50% discount on all Nexford courses (for employees, family, and friends)  
• A friendly team in the US, UK, South Africa, Egypt, Belarus, and the Philippines 
• Office in Lekki Phase 1 
• Contemporary collaboration tools 
• An entrepreneurial and highly stimulating environment 
• An environment where you will be technically and intellectually challenged 

 How to Apply

Interested Applicants should apply online at Nexford University for the job of customer care agent

Good Luck!!!