Customer Service Representative

Responsibilities:

Customer Support & Inquiry Handling:

• Answer incoming calls, emails, WhatsApp messages, and live chats professionally.
• Provide accurate information about products, services, prices, promotions, and company policies.
• Handle customer complaints, troubleshoot issues, and provide appropriate solutions.
• Process orders, payments, refunds, replacements, and service requests.

Problem Resolution & Escalation:

• Listen actively, empathize, and resolve issues on first contact where possible.
• Escalate unresolved or complex issues to supervisors, technical, or relevant departments.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied.
• Maintain a calm, professional attitude even with difficult customers.

Documentation & CRM Management:

• Log all customer interactions, complaints, and resolutions in the CRM system (e.g., Zoho, Freshdesk, Zendesk).
• Update customer profiles and maintain accurate records.
• Prepare daily/weekly reports on customer issues, complaints, and feedback.

Customer Retention & Satisfaction:

• Build positive relationships with customers to promote loyalty and retention.
• Educate customers on how to use products/services effectively.
• Collect customer feedback and suggest improvements to management.
• Meet KPIs: CSAT, First Response Time, Average Handling Time, Resolution Rate.

Team Collaboration:

• Work closely with Sales, Marketing, Technical, and Logistics teams to resolve customer issues.
• Attend training to stay updated on new products, services, and policies.
• Adhere to company scripts, quality standards, and customer service procedures.

Requirements:

• Minimum of OND/HND/BSc in any discipline.
• 0-2 years of experience in customer service, call center, front desk, or sales support is an advantage. NYSC corpers are welcome to apply.
• Experience with CRM tools and call center software is a plus.
• MS Word, Excel, email, and the ability to learn CRM quickly.
• Good typing speed for chat support.
• Familiarity with phone systems, WhatsApp Business, and social media handling.

Core Skills & Competencies:

• Clear spoken and written English, good listening skills.
• Patient, empathetic, friendly, and customer-focused.
• Ability to think quickly and provide solutions.
• Can handle multiple chats/calls while updating records.
• Accurate data entry and follow-through.
• Stays calm, polite, and professional under pressure and with difficult customers.

Other Requirements:

• Must be a resident in Lagos and available to work Monday – Saturday, 8 am – 5 pm, including shifts/weekends if required.
• Neat, professional appearance and attitude.
• High level of integrity and confidentiality.
• Must own a functional smartphone/laptop for remote roles.

KPIs You'll Be Measured On:

• Customer Satisfaction Score (CSAT) – Target 90%+
• First Response Time – Under 2 minutes
• First Contact Resolution Rate\
• Average Handling Time
• Number of complaints resolved