• Application Deadline:
• Position: Customer Service Representative


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Job Summary

• As a Customer Service Representative, you are responsible for managing customer queries and complaints, and overseeing product/service development procedures to ensure that products meet quality and efficiency standards.


• You are also responsible for working with clients to ensure the final products meet their needs and requirements.

Job Roles / Responsibilities

• Manage large amounts of incoming phone calls and messages.


• Identify and assess customers’ needs to achieve satisfaction.


• Respond promptly to customer inquiries.


• Build sustainable relationships and trust with customer accounts through open and interactive communication.


• Prompt response to customers' complaints or laundry mixup.


• Provide accurate, valid and complete information by using the right methods/tools.


• Handle customer complaints, provide appropriate solutions/alternatives within the time limits and follow up to ensure resolution.


• Maintain confidential records of customer interactions, process customer accounts and file documents.


• Conduct frequent customer surveys to understand better ways of serving our esteemed customers better.


• Follow communication procedures, guidelines and policies.


• Devise, improve, and review new specifications and procedures for our services.


• Inspect and confirm customers’ final orders by comparing it to the requirements, and approve or reject the final outcome.


• Confirm laundries and inspect the quality of wash and fold, wash and iron and drycleaning.


• Advise management on recent trends in customer service.

Education & Experience

• Candidates should possess B.Sc Degrees in any field with 2 - 3 years proven relevant work experience in Customer Service/Support.


• Customer Service attitude.


• Experience working in a laundromat or hospitality sector is an added advantage.

Skills / Physical Competencies:

• Excellent interpersonal and active listening skills.


• Excellent Communication Skills and a strong command of the English language.


• Keen Attention to Detail.


• Conflict Management Skill


• Multitasking skills and good organizational skills.


• Ability to work calmly under high-stress situations.


• Leadership Skills


• Management Skills


• Presentation Skills


• Reporting Skills


• Problem Solving Skills


• Data Management


• Negotiation Skills


• Team Management


• Time Management.

Behavioural Competencies:

• Integrity


• Fairness


• Confidentiality


• Ability to be resourceful and proactive when issues arise


• Professional attitude and appearance


• Consistency


• Resilience


• Independence


• Adaptability.

Quality / Technical Competencies:

• Proficiency in Microsoft Office Suite.


• Proficiency in the use of Customer Relationship Management (CRM) software.


• Customer Retention Management.