• Application Deadline: Tue, 30 Apr 2024 00:00:00 GMT
• Position: Customer Support Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• City Victoria Island


• Job Field Customer Care 
  

Role Overview:

As a Customer Support Specialist, you will play a vital role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing support through various communication channels. Your expertise in e-commerce and your ability to work independently will contribute to the success of our online platform and enhance the overall customer experience.

Job Functions/Responsibilities

• Respond promptly to customer inquiries via email, chat, and phone, providing accurate and helpful information about products, orders, shipping, and returns.


• Resolve customer issues and complaints efficiently and professionally, demonstrating empathy and a commitment to customer satisfaction.


• Assist customers with order placement, payment processing, and navigating the online platform to ensure a seamless shopping experience.


• Monitor and track customer interactions and inquiries, ensuring timely follow-up and resolution of open tickets.


• Collaborate with internal teams, including logistics, warehouse, and IT, to address customer concerns and improve processes.


• Provide feedback and insights to management based on customer interactions to help improve products, services, and overall customer experience.


• Stay informed about product updates, promotions, and company policies to accurately assist customers and address inquiries.


• Maintain a positive and customer-centric attitude while handling a high volume of inquiries and multitasking effectively.


• Adapt to changes in workflow and priorities to meet business needs and maintain service level agreements.


• Flexibility to start within 2 weeks and work on location in Victoria Island as required.

Requirements/Qualifications

• HND/BSc degree holder in any field.


• Minimum of 3 years of experience in customer support or related roles within the e-commerce industry.


• Strong understanding of e-commerce platforms, online shopping processes, and customer service best practices.


• Excellent communication skills, both written and verbal, with a professional and courteous demeanor.


• Ability to work independently and efficiently without direct supervision, while also being a collaborative team player.


• Proficient computer skills, including experience with CRM software, email management, and Microsoft Office Suite.


• Detail-oriented with strong problem-solving and organizational skills.


• Customer-focused mindset with a dedication to providing exceptional service and resolving customer issues.


• Willingness to learn and adapt to new technologies and processes in a fast-paced environment.


• Commitment to meeting deadlines and exceeding customer expectations.