Job Summary

• The Customer Service Representative (CSR) will serve as the first point of contact for customers, handling inquiries, resolving complaints, processing orders, and ensuring customer satisfaction.
• The CSR will also support sales growth through excellent communication, product knowledge, and problem-solving.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, WhatsApp, and other communication channels.
• Manage incoming calls, chats, and messages while maintaining a high level of service.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Process customer orders, refunds, and exchanges accurately.
• Provide detailed product information and guide customers in making informed purchase decisions.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Escalate unresolved issues to the appropriate department or supervisor when necessary.
• Collaborate with the sales, warehouse, and logistics teams to ensure smooth order fulfilment.
• Monitor customer satisfaction levels and proactively suggest improvements.
• Ensure adherence to company policies and service quality standards.

Qualifications & Requirements

• OND / HND / Bachelor’s Degree in Business Administration, Marketing, or a related field.
• Proven work experience as a Customer Service Representative, preferably in FMCG or retail.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution skills.
• Proficiency in Microsoft Office Suite and CRM tools.
• Ability to multitask, prioritize, and manage time effectively.
• Strong attention to detail and organizational skills.
• Must be customer-oriented with a positive attitude.

Key Competencies:

• Customer Focus & Empathy.
• Effective Communication.
• Patience & Resilience.
• Problem-Solving.
• Team Collaboration.
• Sales Support Orientation.

Working Conditions:

• Full-time, on-site role
• May require evening or weekend availability depending on business needs.

Salary & Benefits

• Competitive salary based on experience.
• Health benefits (HMO).
• Leave allowance.
• Opportunities for career growth and development.