Customer Service and Sales Officer

Alphacom is a leading technology retail and distribution company based in Ikeja, Lagos, committed to providing genuine technology products, innovative solutions, and exceptional customer service.

We are recruiting to fill the position below:

Job Title: Customer Service & Sales Officer

Location: Computer Village, Ikeja - Lagos
Employment Type: Full-time (On-site)

About The Role

• Alphacom is seeking a responsive, proactive, and sales-driven Customer Service & Sales Officer to manage customer enquiries and complaints, convert enquiries into sales, and reactivate inactive customers to encourage repeat patronage.

Responsibilities
What You Will Do For Us:

• Respond promptly to customer enquiries, complaints, and requests across assigned communication channels, including phone calls, WhatsApp, and other company-approved platforms.
• Meet the company’s response-time standards, ensuring that at least 95% of incoming customer enquiries receive an initial response within two minutes during working hours.
• Draft and send personalised, sales-focused messages tailored to individual customers’ needs, purchase history, and interests to promote relevant products, encourage repeat purchases, and convert enquiries into sales.
• Monitor incoming messages and calls actively, ensuring that no customer enquiry is overlooked or left unattended.
• Handle customer complaints professionally, take ownership of issues, and follow through until resolution, keeping customers informed of progress.
• Convert customer enquiries into sales through effective communication, product knowledge, persuasion, and timely follow-up.
• Proactively contact inactive customers to rebuild relationships, reactivate patronage, and generate repeat sales.
• Follow up with prospective customers who have shown interest in products but have not completed their purchases.
• Anticipate potential customer issues, identify recurring complaints, and take appropriate preventive action or escalate matters before they worsen.
• Maintain accurate records of customer interactions, response times, complaints, sales leads, follow-ups, and resolutions.
• Prepare regular reports on customer service performance, response-time compliance, complaint resolution, sales conversion, and customer reactivation.
• Meet established targets for customer satisfaction, response time, sales conversion, and customer retention.

Performance Expectations

• Performance in this role will be measured against the following priorities:
• Response Time: At least 95% of incoming customer enquiries must receive an initial response within five minutes during working hours.
• Customer Enquiry Management: All enquiries must be tracked and followed up appropriately, with no customer left unattended.
• Complaint Resolution: Complaints must be handled promptly, with regular updates provided until resolution.
• Sales Conversion: Convert qualified customer enquiries into completed sales.
• Customer Reactivation: Proactively contact inactive customers and generate repeat business.
• Customer Satisfaction: Maintain professional, helpful, and solution-focused communication at all times.

Requirements

• A Bachelor’s Degree or HND in Business Administration, Marketing, Mass Communication, or a related discipline.
• Must have completed the National Youth Service Corps (NYSC) programme.
• Must be between 22 and 30 years old.
• Previous experience in customer service, customer relationship management, telesales, or a related role is mandatory.
• Demonstrated passion for sales, customer retention, and revenue generation.
• Excellent written and verbal communication skills, with the ability to compose clear, accurate, and professional messages.
• Strong sense of urgency and the ability to maintain fast response times without compromising accuracy or professionalism.
• Excellent critical-thinking, problem-solving, and decision-making abilities, including the capacity to anticipate issues and act proactively.
• Ability to manage multiple customer conversations, and prioritise urgent matters.
• Strong follow-up skills, attention to detail, and the ability to work with minimal supervision.
• Excellent sales copywriting skills, with the ability to craft persuasive, customer-specific messages that are professional, engaging, and effective in generating sales.
• Proficiency in Microsoft Office,Google Workspaceand the ability to maintain accurate customer records.

Preferred Qualities:

• Female candidates are preferred to support the organisation’s gender balance.
• Candidates residing in Ikeja or its environs will have an added advantage.
• A confident, persuasive, and customer-focused communicator.
• A proactive individual who takes ownership of customer issues instead of waiting for instructions.
• Someone who understands that speed, accuracy, follow-through, and sales results are all essential to excellent customer service.

Salary
N150,000 monthly.