• Application Deadline: Sat, 12 Oct 2024 00:00:00 GMT
• Position: Customer Care Representative


• Job Type Full Time


• Qualification OND


• Experience 1 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Customer Assistance and Support: 

• Respond promptly to customer inquiries via phone, email, or chat, providing accurate information, assistance, and resolution to address their needs and concerns. 


• Assist customers with product inquiries, order tracking, returns, and other service-related issues, demonstrating empathy, patience, and professionalism in every interaction. 


• Escalate complex or unresolved issues to the Junior Customer Service Representative or appropriate team members for further investigation and resolution. 

Order Processing and Management: 

• Process customer orders, cancellations, and modifications accurately and efficiently, ensuring timely fulfillment and delivery in compliance with company policies and procedures. 


• Collaborate with logistics, warehouse, and other departments to address order-related issues, track shipments, and ensure a seamless customer experience from purchase to delivery. 


• Keep accurate records of customer interactions, inquiries, and transactions in the CRM system, maintaining data integrity and accessibility for future reference and analysis. 

Product Knowledge and Assistance: 

• Develop a basic understanding of our product offerings, features, benefits, and usage instructions to assist customers effectively and provide informed recommendations. 


• Stay informed about new product launches, promotions, and marketing campaigns to inform customers and drive sales through upselling and cross-selling opportunities. 


• Participate in product training sessions and workshops to enhance product knowledge, sales techniques, and customer service skills. 

Problem Resolution and Conflict Management: 

• Address customer complaints, feedback, and escalations in a timely and professional manner, striving to resolve issues to the customer's satisfaction while upholding company policies and guidelines. 


• Identify recurring issues or trends in customer feedback and communicate them to the Junior Customer Service Representative or management team for further analysis and action. 


• Maintain composure and professionalism in challenging situations, de-escalating tense interactions and finding mutually beneficial solutions for customers and the company. 

Team Collaboration and Support: 

• Collaborate with team members to share knowledge, best practices, and insights to improve service quality and efficiency. 


• Support team goals and initiatives, such as achieving performance targets, improving customer satisfaction scores, and driving continuous improvement in service delivery. 


• Assist with training new team members, sharing on-the-job experiences, and providing support to help them acclimate to their roles and responsibilities. 

SKILLS 

TECHNICAL SKILLS 

• Basic understanding of customer service principles, practices, and techniques, with a willingness to learn and develop proficiency in handling customer inquiries and resolving issues. 


• Familiarity with CRM systems, contact center software, and other customer service tools and platforms used to manage customer interactions and data. 


• Proficiency in using Microsoft Office applications (Word, Excel, Outlook) to create documents, manage emails, and perform basic data entry tasks. 

SOFT SKILLS 

• Excellent communication and interpersonal skills, with the ability to build rapport, listen actively, and communicate effectively with customers from diverse backgrounds and cultures. 


• Customer-focused mindset, with a genuine desire to help customers, solve problems, and deliver exceptional service experiences that exceed their expectations. 


• Adaptability and resilience, with the ability to thrive in a fast-paced, dynamic environment, handle multiple tasks simultaneously, and maintain composure under pressure. 


• Team player mentality, with a willingness to collaborate, support colleagues, and contribute to a positive and inclusive team culture. 


• Attention to detail and organizational skills, with a commitment to accuracy, completeness, and timeliness in managing customer inquiries, documentation, and follow-up activities.