We are looking for a dedicated and empathetic Customer Service Representative to join our growing customer experience team. The successful candidate will serve as the primary point of contact for our customers, handling enquiries, resolving complaints, and ensuring a seamless customer journey across all touchpoints. You will represent our brand values in every interaction and work collaboratively with internal teams to deliver timely and effective resolutions.
KEY RESPONSIBILITIES
Manage customer enquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat
Coordinate with Logistics and Warehouse Departments Managers to resolve supply and delivery delays
Update customers on order tracking information and proactively communicate delays before customers need to follow up
Upsell and cross-sell data plans, value-added services, and device offers during customer interactions
Handle product complaints and liaise with Sales Operations Team/concerned Team Lead or Central Warehouse Managers to provide accurate resolutions
Maintain a minimum average response time of under two minutes on live chat during business hours
Identify recurring complaint patterns and report insights to the Sales Operations Team for process improvement.
Work with other departments to resolve customer issues and escalations
Keep detailed records of customer interactions and transactions
Collaborate with other team members to meet or exceed customer service targets
EDUCATIONAL, SKILLS & OTHER REQUIREMENTS
B.Sc/B.Ed/HND in Mass Communication, Business Administration or other Social Sciences
Previous customer service experience required, and experience in a call centre environment preferred
Excellent communication skills, both written and verbal
Strong problem-solving skills and the ability to think creatively to find solutions
Excellent organisational and time management skills
Ability to work independently and as part of a team
Strong computer skills and proficiency with customer service software
Computer skills: Customer service officers use computer skills to retrieve product and service information, process orders and communicate with clients by phone or email. Helpful skills include file management, word processing, spreadsheet and email or phone applications.
Empathy: Those working in customer service have a strong capacity for empathy, since they often interact with clients who are unfamiliar with a product or service. Enhancing this ability may help customer service officers better comprehend and address client problems.
SUCCESFUL CANDIDATES MUST BE RESIDENTS OF ABA ABIA STATE
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Closes Friday 30 October · 7 days left
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Customer Service Representative - Aba, Abi... - Iknorbert Communications Lim...
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