Call Centre Representative - National Single Window

The Call Centre Representative will serve as the first line support for users of the National Single Window (NSW) platform in Nigeria. This role involves responding to inquiries, resolving user issues, and escalating technical or procedural concerns to the appropriate support teams. The ideal candidate is customer-focused, tech-savvy, and has excellent communication skills.

Number Required: 12

Onboarding Date: 1st Oct 2025

Key Responsibilities


Respond to phone calls, emails, and chat inquiries related to the NSW platform.
Provide accurate information about system features, registration processes, and common issues.
Record, track, and follow up on user complaints, queries, and requests in the ticketing system.
Troubleshoot basic issues or guide users through step-by-step solutions.
Escalate unresolved or complex issues to the relevant support or technical teams.
Maintain up-to-date knowledge of the NSW platform, services, and stakeholder procedures.
Document all interactions and ensure proper follow-up with users.
Assist in compiling regular reports on support trends and common user issues.
Maintain professionalism and empathy when interacting with all users.


Key Competencies and Skills


Excellent verbal and written communication skills.
Strong problem-solving and customer service orientation.
Ability to multitask and manage high call volumes.
Proficiency in Microsoft Office tools (Word, Excel, Outlook).
Experience using helpdesk/ticketing software (e.g., Freshdesk, Zendesk, or equivalent).
Fluency in English; knowledge of local Nigerian languages is an added advantage.
Ability to remain calm and professional under pressure.
Willingness to work in shifts, including weekends if necessary.


Preferred Attributes


Knowledge of Nigeria's trade and customs environment.
Prior experience working with public sector or large-scale digital platforms.
Strong interpersonal skills and a team-player attitude.