Customer Service Representative | Lekki

Job Description

Position Title: Customer Service Representative
Location: Lekki phase 1, Lagos state
Salary: 120,000

Job Summary:

The Customer Service Representative (CSR) is responsible for providing high-quality customer service and support through phone, email, chat, or in person. The CSR serves as the main point of contact for customers, addressing inquiries, resolving issues, and ensuring customer satisfaction. This role requires excellent communication skills, a problem-solving mindset, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Customer Interaction:
• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.
• Provide accurate information regarding products, services, policies, and procedures.
• Assist customers with product orders, returns, exchanges, and cancellations.
• Handle customer complaints and concerns with empathy, aiming to provide quick and effective solutions.
• Problem Resolution:
• Investigate and resolve customer issues by clarifying the complaint, determining the cause, selecting the best solution, and following up to ensure resolution.
• Escalate complex or unresolved issues to higher-level support or management as needed.
• Log and document customer interactions, complaints, and inquiries accurately in the customer service database.
• Product Knowledge:
• Maintain in-depth knowledge of the company’s products, services, and policies to effectively assist customers.
• Stay up to date on new products, promotions, and company policies.
• Sales Support:
• Assist customers with product recommendations and upsell additional products or services based on customer needs.
• Process orders, payments, and refunds in the system accurately.
• Coordinate with other departments (sales, logistics, etc.) to ensure smooth order processing and delivery.
• Customer Relationship Management:
• Build and maintain positive relationships with customers, ensuring a high level of customer satisfaction.
• Follow up with customers to gather feedback and ensure their issues are resolved to their satisfaction.
• Reporting and Documentation:
• Maintain accurate records of customer interactions, transactions, feedback, and complaints.
• Prepare reports on customer service activities, trends, and performance metrics for management review.
• Identify common issues and suggest improvements to the customer service process.

Interested and Qualified candidates should send CV to L.recruiter@fmragency.com