• Application Deadline:
• Position: Customer Support Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• City Ikeja




• Job Field Customer Care 
  
  

Role Objective

• Turn every enquiry into a confirmed, paid order. Build trust fast. Upsell when possible. Follow through until delivery is completed.

Key Responsibilities

• Convert enquiries from WhatsApp, calls, website, and social media into sales


• Ask the right questions, recommend alternatives, and close the sale


• Follow up on abandoned carts and pending orders until payment is made


• Present promos, bundles, and substitutes when items are out of stock


• Confirm delivery timelines and push for same-day or fastest delivery where possible


• Handle complaints politely while retaining the sale


• Call customers if there’s any delay and give clear solutions


• Track every order from enquiry to delivery confirmation


• Keep daily logs of enquiries, sales closed, and reasons for lost sales

KPIs (Performance Targets)

• Conversion rate (% enquiries that become paid orders)


• Follow-up response time


• Number of orders closed daily


• Revenue generated from upsells and cross-sales


• Customer satisfaction and repeat orders

Requirements

• Experience in customer service, telesales, or e-commerce


• Confident speaking on the phone and closing sales


• Strong written English and WhatsApp communication skills


• Persuasive, patient, and goal-driven


• Organized with good follow-up habits


• Comfortable working with basic computer tools and WhatsApp Business

Added Advantage

• Experience with WooCommerce


• Background in groceries, baby products, or retail