Customer Service Representative

Responsibilities:

• ‎Manage customer enquiries across WhatsApp Business, Instagram, telephone, website, and other approved communication channels.
• Provide accurate information on products, pricing, availability, ordering procedures, and delivery options.
• Recommend suitable products based on customers' needs and actively convert enquiries into confirmed orders.
• Upsell, cross-sell, and recommend complementary products to maximize sales opportunities.
• Process customer orders accurately and maintain complete order documentation.
• Follow up with prospective customers to convert pending enquiries into sales.
• Conduct after-sales follow-ups to ensure customer satisfaction and encourage repeat purchases.
• Maintain strong relationships with existing customers through structured follow-up and re-engagement activities.
• Handle customer complaints professionally, resolve issues within assigned authority, and escalate complex matters where necessary.
• Liaise with internal teams to ensure smooth order processing, payment confirmation, and timely delivery updates.
• Maintain accurate customer records, order history, and sales activities.
• Prepare daily, weekly, and monthly customer service and sales reports while identifying customer trends and opportunities for improvement.

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‎Requirements:

• Minimum of OND in any discipline.
• Previous experience in Customer Service, Retail Sales, Telesales, E-commerce, or any customer-facing sales role is preferred.
• Proximity to Surulere is key.
• Experience managing customers through WhatsApp Business, Instagram, or other digital communication platforms is an added advantage.
• Strong sales ability with a proven capacity to convert customer enquiries into completed orders.
• Excellent written and verbal communication skills.
• Strong customer relationship management and follow-up skills.
• Good computer literacy with proficiency in Microsoft Office and digital communication tools.
• Excellent organizational skills with strong attention to detail.
• Ability to multitask and work efficiently in a fast-paced environment.
• Self-motivated, proactive, and able to take ownership of customer issues through resolution.