Customer Service Representative

NB; Applicants from the listed locations & environs will be at an advantage i.e Ilupeju / Festac (mainland) & Jakande / Admiralty (Lekki).

Responsibilities:

• Handle inbound customer inquiries through various channels (phone, email, chat).
• Provide accurate and timely information to customers regarding products, services, and policies.
• Address customer concerns, resolve problems, and ensure a high level of customer satisfaction.
• Assist customers with order placement, tracking, cancellations, and modifications.
• Collaborate with other departments to ensure efficient order fulfillment and delivery.
• Investigate and resolve customer complaints, escalating issues when necessary.
• Document customer interactions, issues, and resolutions in the customer service database.
• Stay informed about the organization's products or services to provide comprehensive and accurate information to customers.
• Continuously update knowledge base and training materials.
• Communicate proactively with customers regarding order status, delays, and other relevant updates.
• Follow up with customers to ensure the successful resolution of issues and gather feedback on their experience.
• Collaborate with other departments such as sales, shipping, and technical support to address customer needs effectively.
• Provide feedback to internal teams based on customer insights and trends.
• Educate customers on product features, usage, and best practices.
• Guide troubleshooting common issues and technical difficulties.
• Identify opportunities for process improvements and efficiencies within the customer service function.
• Contribute to the development and implementation of customer service policies and procedures.

Requirements:

• Diploma or equivalent; some college education or relevant certifications may be preferred.
  
• Proven experience in customer service or a related field.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Patience and empathy in dealing with customer concerns.
• Familiarity with customer service software and CRM systems.
• Ability to work in a fast-paced environment and handle stressful situations calmly.
• Willingness to adapt to changing customer service procedures and policies.
• Experience in a similar role will be an added advantage.