• Application Deadline: Sun, 22 May 2022 00:00:00 GMT
• Position: Customer Service Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 

Key summary of the job

• Ensure excellent end to end customer relationship management over all communication channels. Emails, phone calls, chats and walk in visits

Task Complexities

• Rigorously drive sales target for the customer service team by attending to all enquiries from emails, Whatsapp, social media, showroom walk-in and referrals.


• Obtain and articulate clients’ brief and assist them in identifying the solution they require for their orders.


• Preparing all required documentation for clients’ requests from quotation to order confirmation.


• Attending to customers that visit the showroom and ensure excellent customer experience on every transaction.


• Scheduling and attending site meetings to monitor progress of ongoing clients’ projects and act as point of contact for clients on all communication during execution process.


• Handling all clients’ enquiries, queries and providing support on all clients’ orders


• Collaborate with Design and Technical department to meet Clients’ requirements/expectations on all orders.


• Ensuring that the production, delivery, and installation of clients’ orders are as agreed and within stipulated timelines.


• Accurately document all communication with the client to ensure seamless service delivery and follow through.


• Ensure that clients are provided with weekly updates on their order.


• Schedule pre-installation and post-installation meetings with the installation supervisor and project managers.


• Plan and supervise product delivery and installation, including performance of work, and obtain a signed completion certificate after a walkthrough using a detailed order checklist.


• Ensure before and after photos of clients’ orders where applicable.


• Provide timely and formal written communication throughout clients’ order execution period and disseminate all critical information to clients and the internal team.


• Maintain detailed documentation of all correspondence and clients’ requests and revision.


• Preparation of reports including sales figures, priority lists, pipeline orders and other relevant reports to the department and for the business.


• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and ensure retention.


• Develop and maintain a database of new and prospective clients which is regularly updated.

Qualification and Experience

• Minimum of B.Sc in a Social Science field


• Minimum of 3 years experience in client facing customer service roles.

Key Job Attributes:

Generic:

• The ability to Multitask


• The ability to work with a team


• Ability to work independently


• Ability to be proactive and deliver results


• Integrity/Discipline


• Excellent interpersonal skills


• Attention to details


• Possess analytic and problem-solving skills


• Proficiency in the Microsoft package

Technical:

• Excellent communication skills and evidence of building strong relationships


• Able to develop strong value propositions consistent with Customer needs


• Sound knowledge of the company’s product and services

Job Knowledge:

• Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.


• Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services.

Core working relationships:

• Design and Technical team


• Logistics/Procurement team


• Finance team.