Customer Service Officer

VDT Telecommunications Limited is recruiting to fill the position below:

Job Title: Customer Service Officer

Location: Lagos
Employment Type: Full-time

Job Purpose

• To provide excellent customer support by addressing enquiries, resolving complaints, providing accurate information about the organisation’s products and services, and ensuring a positive customer experience that promotes customer satisfaction, loyalty and retention.

Key Responsibilities
Customer Support:

• Respond to customer enquiries through phone calls, emails, social media and other communication channels.
• Provide accurate and timely information about the organisation’s products and services.
• Assist customers with service requests, complaints and other concerns.

Complaint Management:

• Receive, document and resolve customer complaints promptly and professionally.
• Escalate complex or unresolved issues to the appropriate department.
• Follow up on complaints to ensure satisfactory resolution.

Customer Relationship Management:

• Maintain professional relationships with customers.
• Follow up with customers to obtain feedback and ensure satisfaction.
• Identify opportunities to improve customer experience and retention.

Documentation and Reporting:

• Maintain accurate records of customer enquiries, complaints and resolutions.
• Prepare periodic reports on customer feedback, complaints and service performance.
• Monitor recurring customer issues and recommend improvements.

Service Coordination:

• Liaise with relevant departments to resolve customer issues and fulfil service requests.
• Track outstanding customer requests and ensure timely resolution.
• Communicate service updates and relevant information to customers.

Customer Experience Improvement:

• Identify service gaps and recommend measures to improve service delivery.
• Participate in customer satisfaction surveys and service improvement initiatives.
• Ensure compliance with the organisation’s customer service standards, policies and procedures.

Qualifications and Experience

• A Bachelor’s Degree or HND in Business Administration, Mass Communication, Marketing or a related field.
• 1–3 years of relevant customer service experience.
• Experience in telecommunications or a service-oriented organisation is an advantage.

Required Skills and Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer relationship management skills.
• Good problem-solving and conflict-resolution abilities.
• Patience, empathy and attention to detail.
• Good organisational and time-management skills.
• Proficiency in Microsoft Office applications.
• Ability to work effectively under pressure and manage multiple customer requests.