Customer Service Representative

Job summary

The Customer Service Representative (CSR) is the first point of contact between the company and its customers. The role is responsible for handling inquiries, resolving complaints, and ensuring excellent customer satisfaction while representing the company’s brand professionally.

Min Qualification: Degree Experience Level: Entry level Experience Length: 2 years Language Requirement: English Work Type: Full Time Working Hours: 8 to 5

Job descriptions & requirements

Responsibilities:

Customer Support & Inquiry Handling:

• Answer incoming calls, emails, WhatsApp messages, and live chats professionally.
• Provide accurate information about products, services, prices, promotions, and company policies.
• Handle customer complaints, troubleshoot issues, and provide appropriate solutions.
• Process orders, payments, refunds, replacements, and service requests.

Problem Resolution & Escalation:

• Listen actively, empathize, and resolve issues on first contact where possible.
• Escalate unresolved or complex issues to supervisors, technical, or relevant departments.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied.
• Maintain a calm, professional attitude even with difficult customers.

Documentation & CRM Management:

• Log all customer interactions, complaints, and resolutions in the CRM system (e.g., Zoho, Freshdesk, Zendesk).
• Update customer profiles and maintain accurate records.
• Prepare daily/weekly reports on customer issues, complaints, and feedback.

Customer Retention & Satisfaction:

• Build positive relationships with customers to promote loyalty and retention.
• Educate customers on how to use products/services effectively.
• Collect customer feedback and suggest improvements to management.
• Meet KPIs: CSAT, First Response Time, Average Handling Time, Resolution Rate.

Team Collaboration:

• Work closely with Sales, Marketing, Technical, and Logistics teams to resolve customer issues.
• Attend training to stay updated on new products, services, and policies.
• Adhere to company scripts, quality standards, and customer service procedures.

Requirements:

• Minimum of OND/HND/BSc in any discipline.
• 0-2 years of experience in customer service, call center, front desk, or sales support is an advantage. NYSC corpers are welcome to apply.
• Experience with CRM tools and call center software is a plus.
• MS Word, Excel, email, and the ability to learn CRM quickly.
• Good typing speed for chat support.
• Familiarity with phone systems, WhatsApp Business, and social media handling.

Core Skills & Competencies:

• Clear spoken and written English, good listening skills.
• Patient, empathetic, friendly, and customer-focused.
• Ability to think quickly and provide solutions.
• Can handle multiple chats/calls while updating records.
• Accurate data entry and follow-through.
• Stays calm, polite, and professional under pressure and with difficult customers.

Other Requirements:

• Must be a resident in Lagos and available to work Monday – Saturday, 8 am – 5 pm, including shifts/weekends if required.
• Neat, professional appearance and attitude.
• High level of integrity and confidentiality.
• Must own a functional smartphone/laptop for remote roles.

KPIs You'll Be Measured On:

• Customer Satisfaction Score (CSAT) – Target 90%+
• First Response Time – Under 2 minutes
• First Contact Resolution Rate\
• Average Handling Time
• Number of complaints resolved