Customer Service Representative

Job Description

Job Summary

We are looking for a friendly, professional, and customer-focused Customer Service Representative to join our team. The successful candidate will serve as a key point of contact for customers, providing timely assistance, resolving enquiries and complaints, and ensuring every customer has a positive experience with the company.

The ideal candidate should have excellent communication and problem-solving skills, a positive attitude, patience, and the ability to remain professional when handling challenging situations.

Key Responsibilities

• Respond promptly and professionally to customer enquiries through phone calls, email, chat, social media, and other communication channels.
  
• Provide accurate information about the company’s products, services, policies, and processes.
  
• Understand customers’ needs and recommend appropriate solutions.
  
• Resolve customer complaints and issues efficiently while maintaining a positive customer experience.
  
• Escalate complex or unresolved issues to the appropriate department or supervisor.
  
• Follow up with customers to ensure their issues have been satisfactorily resolved.
  
• Maintain accurate records of customer interactions, complaints, requests, and resolutions.
  
• Process customer orders, requests, returns, or service-related enquiries where applicable.
  
• Work closely with sales, operations, technical support, and other departments to resolve customer issues.
  
• Identify recurring customer concerns and provide feedback to management for service improvement.
  
• Maintain a thorough understanding of company products, services, procedures, and customer service policies.
  
• Meet established customer service targets, response times, and quality standards.
  
• Handle customer information responsibly and maintain confidentiality at all times.
  
• Contribute to a positive and professional customer service environment.
  

Requirements

• Minimum of 2 years of experience in customer service, client support, front desk, call centre, sales support, or a related role.
  
• Minimum of an Bachelor’s degree, or equivalent qualification. Relevant experience may be considered.
  
• Excellent verbal and written communication skills.
  
• Strong interpersonal and relationship-building skills.
  
• Good listening and problem-solving abilities.
  
• Ability to communicate clearly, professionally, and patiently with different types of customers.
  
• Strong computer literacy and familiarity with Microsoft Office or Google Workspace.
  
• Experience using CRM, helpdesk, ticketing, live-chat, or customer-support platforms is an advantage.
  
• Ability to multitask and prioritize tasks in a fast-paced environment.
  
• Strong attention to detail and accurate record-keeping skills.
  
• Ability to work independently as well as effectively within a team.
  
• Good time-management and organizational skills.
  
• Professional, patient, empathetic, and customer-focused attitude.
  

Key Competencies

• Customer service excellence
  
• Communication and active listening
  
• Problem-solving
  
• Conflict resolution
  
• Empathy and patience
  
• Attention to detail
  
• Teamwork and collaboration
  
• Time management
  
• Adaptability
  
• Professionalism
  
• Emotional intelligence
  
• Digital literacy
  

Benefits

Salary: N150,000

Requirements
Minimum of 2 years of experience in customer service, client support, front desk, call centre, sales support, or a related role. Minimum of an Bachelor’s degree, or equivalent qualification. Relevant experience may be considered. Excellent verbal and written communication skills. Strong interpersonal and relationship-building skills. Good listening and problem-solving abilities. Ability to communicate clearly, professionally, and patiently with different types of customers. Strong computer literacy and familiarity with Microsoft Office or Google Workspace. Experience using CRM, helpdesk, ticketing, live-chat, or customer-support platforms is an advantage. Ability to multitask and prioritize tasks in a fast-paced environment. Strong attention to detail and accurate record-keeping skills. Ability to work independently as well as effectively within a team. Good time-management and organizational skills. Professional, patient, empathetic, and customer-focused attitude. Key Competencies Customer service excellence Communication and active listening Problem-solving Conflict resolution Empathy and patience Attention to detail Teamwork and collaboration Time management Adaptability Professionalism Emotional intelligence Digital literacy