Raphael Group is seeking a proactive, empathetic, and tech-savvy Customer Service Virtual Assistant to deliver exceptional support to our clients across all digital channels. The ideal candidate possesses strong communication skills, handles inquiries with professionalism and tact, and resolves issues efficiently while consistently maintaining a positive customer experience.
This is a fully remote opportunity for candidates based in Nigeria who thrive in fast-paced environments, demonstrate meticulous attention to detail, and take immense pride in delivering first-class customer support.
Key Responsibilities
• Respond promptly and accurately to customer inquiries via email, chat, and social media platforms.
• Resolve product or service issues efficiently and professionally, focusing on customer satisfaction.
• Maintain accurate and detailed records of all customer interactions using CRM tools.
• Escalate unresolved or complex issues to the appropriate internal teams for swift resolution.
• Follow up diligently with customers to ensure complete resolution and confirm their satisfaction.
• Assist in regularly updating FAQs, support documents, and knowledge bases to empower self-service.
• Monitor customer feedback channels, report recurring issues, and identify valuable suggestions for improvement.
• Support order tracking, process refunds, and handle general service requests with precision.
• Deliver consistently friendly, helpful, and on-brand communication that reflects the company’s values.
