Customer Service Representative — Atlantic Hub

Location: Eko Atlantic City, Lagos, Nigeria (Remote-first with hybrid option)
Department: Customer Experience
Reports to: Customer Experience Manager
Salary: Competitive (GBP)
Contract: Full-time and Part-time, Permanent
Positions Available: 12
Experience Level: Entry-level — no experience required

About the Role

This is where it starts. As a Customer Service Representative at SkyFord's Atlantic Hub, you'll be the voice of our brand for thousands of customers worldwide. Every email you write and every live chat you handle shapes how people feel about Skyford and we're serious about making that experience exceptional.

You'll join as part of our launch team: the first wave of hires building how SkyFord serves customers in this region. No two days will look the same, and no prior experience is needed just curiosity, empathy, and a genuine desire to help people.

What You'll Do

• Handle inbound customer enquiries via email and live chat, resolving issues with speed, accuracy, and warmth

• Proactively assist customers by understanding their needs and guiding them toward the right products, solutions, or next steps

• Troubleshoot order issues, delivery queries, returns, and refunds owning each case from first contact to resolution

• Escalate complex issues to senior team members when needed, with clear context and next-step recommendations

• Contribute to our knowledge base by flagging recurring issues and suggesting improvements to processes or FAQs

• Meet team and individual performance metrics including response time, resolution rate, and customer satisfaction scores

• Adapt to shifting priorities as our product range, customer base, and operational needs evolve

What We're Looking For (Essential)

• Excellent written English clear, warm, and professional

• Strong empathy and active listening skills

• Comfortable working across multiple screens and systems

• Reliable internet connection and a quiet workspace for remote work

• Flexibility to work shifts, including weekends if required

• Growth mindset eager to learn, adapt, and improve

What We're Looking For (Desirable)

• Previous customer service experience (retail, hospitality, call centre, or online support)

• Experience with live chat or email based support tools (Commslayer)

• Familiarity with e-commerce platforms or order management systems

• Additional language skills (French, Spanish, etc)

How You'll Work

Training & Probation (First 12 weeks):

• Fully in-office at our Eko Atlantic City hub

• Intensive onboarding covering SkyFord's products, systems, tone of voice, and customer service standards

• Hands-on mentoring from senior team members

• Regular feedback and performance checkpoints

After Probation:

• Remote-first — work from home as your default

• Hybrid option available — come into the Eko Atlantic office whenever you prefer the in-person environment

• Occasional in-person team days or training sessions as needed

Why This Role Matters

You'll be one of the first twelve people representing Skyford to customers in this region. The processes you help refine, the feedback you surface, and the relationships you build will shape how we grow. This isn't a static support role it's a launchpad. Many of our senior team started exactly where you'll start.

What You'll Get

• Competitive salary paid in GBP

• Health insurance for you and your dependents

• Paid gym membership

• Transport and feeding allowance

• Fully paid maternity and paternity leave

• Sick pay

• Workplace pension

• Remote-first flexibility after probation

• Launch team perks: fast-track progression, early equity conversations, and the chance to build something from day one