Remote E-commerce Customer Support Specialist at a Leading Online Retail Brand

Since the boom of online shopping in Nigeria, e-commerce has become one of the fastest-growing industries in the country. With millions of customers making purchases daily, the role of customer support has become the heartbeat of successful digital retail businesses. A satisfied customer is not only likely to return but also to recommend the brand to others. That is why a leading Nigerian e-commerce company is seeking a Remote E-commerce Customer Support Specialist to join its team and ensure that customers receive outstanding assistance at every stage of their shopping journey.

This is a role perfectly suited for detail-oriented individuals who are passionate about customer satisfaction, problem-solving, and digital communication. If you are skilled in handling inquiries, resolving complaints, and guiding customers through online shopping processes, this position offers you an opportunity to build a rewarding career in Nigeria’s ever-growing e-commerce industry.

Job Type: Full Time, Remote

Role Overview

The Remote E-commerce Customer Support Specialist will act as the first point of contact for customers shopping on the company’s online platforms. You will handle inquiries through multiple channels, including email, live chat, and phone, ensuring that every customer has a smooth and positive shopping experience.

The role requires a calm, professional, and empathetic communicator who can listen attentively, troubleshoot effectively, and resolve issues promptly. You will be responsible for guiding customers through order placements, handling delivery concerns, processing returns, and ensuring that complaints are managed efficiently.

Since this is a remote position, you will need to be self-motivated, disciplined, and comfortable working with digital collaboration tools. By delivering world-class customer service, you will help strengthen brand loyalty and contribute directly to the company’s growth.

Key Responsibilities

Customer Support Management: Respond promptly to customer inquiries via phone, email, live chat, and social media platforms.
Order Assistance: Guide customers through the process of placing orders, making payments, and tracking deliveries.
Complaint Resolution: Address customer concerns quickly and professionally, ensuring that problems are resolved to satisfaction.
Returns & Refunds Handling: Assist customers with return requests, refund processing, and product exchange procedures.
Product Information: Provide accurate details about product availability, pricing, promotions, and delivery timelines.
Feedback Collection: Document customer feedback and escalate recurring issues to relevant departments for improvement.
Knowledge Base Updates: Help maintain FAQ resources and support documentation to reduce repetitive inquiries.
Collaboration: Work closely with the logistics, warehouse, and product teams to ensure accurate and timely service delivery.
Performance Reporting: Track support metrics such as response time, resolution time, and customer satisfaction scores.
Customer Retention: Build lasting relationships with customers through professional service, empathy, and personalized assistance.

Qualifications & Requirements

To succeed in this role, candidates must demonstrate strong communication skills, adaptability, and a passion for excellent customer service.

Proven experience in customer service, preferably in e-commerce, retail, or technology sectors.
Strong written and verbal communication skills in English (knowledge of local Nigerian languages is a plus).
Proficiency in using support software such as Zendesk, Freshdesk, Intercom, or similar CRM platforms.
Familiarity with online payment systems and common e-commerce processes.
Ability to remain calm and empathetic while handling challenging customers.
Excellent problem-solving skills and attention to detail.
Ability to multitask and manage time effectively in a fast-paced environment.
Reliable internet connection and access to a functional computer or laptop.
Bachelor’s degree or HND in Business, Communications, Marketing, or a related field.
Flexibility to work on rotational shifts, including weekends and evenings, when necessary.

Working Conditions & Benefits

This remote role offers flexibility, career development, and exposure to the dynamic world of digital commerce.

Remote Work Advantage: Work from the comfort of your home anywhere in Nigeria.
Comprehensive Training: Access to onboarding sessions and continuous learning programs to improve service delivery skills.
Career Growth Opportunities: Clear pathways for advancement into supervisory or managerial roles.
Performance Bonuses: Incentives tied to customer satisfaction ratings and service performance.
Tech Allowance: Monthly internet support and technology stipends to enhance work-from-home efficiency.
Work-Life Balance: Flexible working hours with structured breaks to maintain productivity and wellness.
Team Collaboration: Access to a vibrant, supportive virtual community of professionals.
Exposure to Global Standards: Learn international best practices in customer support and e-commerce operations.

Why This Role is Important

In today’s digital age, customers expect seamless shopping experiences. A single negative interaction can harm a company’s reputation, while outstanding customer service creates lifelong loyalty. The Remote E-commerce Customer Support Specialist is therefore not just answering calls or replying to chats – they are shaping the company’s brand image in the minds of customers.

By joining this role, you become part of a mission to build a customer-first culture in one of Nigeria’s leading e-commerce companies. You will be the voice of the brand, ensuring that customers feel valued, heard, and supported every step of the way.

Method of Application

Interested and qualified candidates should send their CV to careers@ecommercesupportng.com with the subject line:

Application – Remote E-commerce Customer Support Specialist [Your Name]

Only shortlisted candidates will be contacted.