Customer Service Officer

Job Summary
The Customer Service Officer will serve as a key point of contact between the company and its customers, ensuring that customers receive timely, professional, and satisfactory assistance. The role will involve responding to enquiries, processing customer requests, resolving complaints, gathering customer feedback, and supporting customer retention and sales.

Key Responsibilities

• Attend to customers in person, by phone, WhatsApp, social media, and other communication channels.
• Provide accurate information about products, prices, availability, promotions, and company services.
• Process customer orders and ensure accurate communication of order details.
• Respond promptly and professionally to customer enquiries and complaints.
• Resolve customer issues within approved company procedures and escalate unresolved matters appropriately.
• Maintain accurate records of customer interactions, complaints, requests, and resolutions.
• Follow up with customers to ensure their issues have been satisfactorily resolved.
• Gather customer feedback and communicate recurring concerns to the relevant team.
• Support the sales team by identifying customer needs and potential sales opportunities.
• Maintain a strong understanding of the company's confectionery products and product offerings.
• Assist customers with product selection based on their needs and preferences.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Handle product returns, replacements, or complaints in line with company policy.
• Maintain professionalism and a positive attitude when dealing with difficult or dissatisfied customers.
• Prepare periodic reports on customer complaints, enquiries, feedback, and recurring issues.
• Support customer retention initiatives and promotional campaigns when required.

Requirements

• HND/Bachelor's degree in Business Administration, Marketing, Mass Communication, or a related field.
• 1–3 years of experience in customer service, retail, FMCG, hospitality, or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management skills.
• Good listening and problem-solving abilities.
• Patient, courteous, and customer-focused approach.
• Ability to handle difficult customers professionally.
• Comfortable using WhatsApp, social media, email, and other customer communication platforms.
• Basic proficiency in Microsoft Office and record keeping.
• Sales experience or knowledge of FMCG/food products is an advantage.
• Must be based in or willing to work in Uyo, Akwa Ibom.

Work Location: In person