Customer Service Representative

Eko Maintenance Limited is a rapidly growing Facility Management Company that specializes in the maintenance of high-rise building facilities with an office located in Victoria Island, Lagos.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Nigeria
Employment Type: Full-time

Job Summary

• An experienced Customer Service Representative with 3 years of experience in customer relations, complaint resolution, and service delivery.
• Skilled in handling customer inquiries, resolving issues efficiently, maintaining customer satisfaction, and building strong relationships with customers.
• Able to communicate effectively, multitask, and work in a fast-paced environment while ensuring excellent service delivery.

Key Responsibilities

• Handle customer inquiries and complaints through phone calls, emails, live chat, and other communication channels.
• Provide accurate information about the company's products, services, policies, and procedures.
• Resolve customer issues promptly and professionally to ensure customer satisfaction.
• Build and maintain positive relationships with existing and prospective customers.
• Follow up on customer complaints and requests to ensure timely resolution.
• Maintain accurate records of customer interactions, feedback, and transactions.
• Process customer orders, service requests, and other inquiries where applicable.
• Escalate complex customer issues to the appropriate department when necessary.
• Identify recurring customer concerns and recommend improvements to service delivery.
• Collaborate with other departments to ensure smooth operations and effective customer support.
• Meet established customer service targets and performance standards.
• Maintain professionalism, patience, and empathy when dealing with difficult customers.

Key Performance Indicators (KPIs)

• Customer satisfaction ratings
• First-contact resolution rate
• Average response and resolution time
• Customer complaint resolution rate
• Customer retention and feedback
• Achievement of customer service targets

Qualifications and Requirements

• HND, or Bachelor's Degree in a relevant field is an advantage.
• Minimum of 3 years of relevant customer service experience.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Good knowledge of customer relationship management (CRM) systems is an advantage.
• Proficiency in Microsoft Office and basic computer applications.
• Ability to manage multiple tasks and prioritise workload effectively.
• Strong organisational skills and attention to detail.
• Ability to work independently and collaboratively within a team.

Core Competencies:

• Customer relationship management.
• Complaint handling and conflict resolution.
• Effective communication and active listening.
• Problem-solving and decision-making.
• Time management and multitasking.
• Teamwork and collaboration.
• Attention to detail.
• Customer retention and satisfaction.

Expected Outcome:

• To deliver excellent customer service, resolve customer concerns efficiently, strengthen customer relationships, and contribute to improved customer satisfaction and overall business performance.