Customer Care Representative

Responsibilities:

• Respond promptly and professionally to customer enquiries through phone, WhatsApp, email, social media, and other communication channels.
• Provide accurate information about SoilLight's products, services, orders, pricing, and delivery process.
• Handle customer complaints with empathy and work toward timely resolution.
• Follow up with customers to ensure issues have been properly resolved.
• Record and maintain accurate customer interactions, complaints, feedback, and resolutions.
• Escalate complex customer issues to the appropriate team when necessary.
• Coordinate with sales, operations, logistics, and other departments to resolve customer concerns.
• Provide customers with updates on orders, deliveries, and service requests.
• Identify recurring customer issues and share feedback with management to help improve the customer experience.
• Maintain a professional and positive representation of the SoilLight brand at all times.
• Support customer retention and satisfaction initiatives.
• Perform other customer service-related duties as assigned.

Requirements

• OND, HND, Bachelor's degree, or equivalent qualification in a relevant field.
• Previous experience in customer service, customer care, call centre operations, sales support, or a related role is an advantage.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving skills.
• Ability to remain calm, professional, and courteous when handling difficult customers.
• Good organisational skills and attention to detail.
• Comfortable using computers, email, WhatsApp, Microsoft Office/Google Workspace, and customer management tools.
• Has a working laptop
• Ability to work independently and as part of a team.
• Good command of written and spoken English.
• Knowledge of additional Nigerian languages is an advantage.
• Proficient with Zendesk and other CRM tools.

Desired Attributes

We are looking for someone who is:

• Customer-focused and empathetic
• Friendly and professional
• Proactive and solution-oriented
• Reliable and responsible
• A good listener
• Able to multitask and prioritise effectively
• Willing to learn and grow with the company