About Our Client:

Our client is a leading retailer based in Ibadan, Nigeria, specializing in eco-friendly and sustainable consumer products. Committed to promoting environmental conservation and responsible consumption, the company offers a wide range of green alternatives for everyday items, catering to environmentally-conscious consumers.

Role Summary:

As a Customer Service Agent at our client’s retail company, you will be responsible for providing exceptional customer service and support to customers via multiple channels, including phone, email, and live chat. You will play a key role in addressing inquiries, resolving issues, and ensuring customer satisfaction.

Responsibilities:

• Respond to customer inquiries and provide information about products, services, and company policies via phone, email, and live chat.
• Assist customers with order placement, tracking, cancellations, returns, and refunds, ensuring a positive customer experience.
• Resolve customer complaints and issues in a timely and efficient manner, escalating complex issues to the appropriate department or supervisor as needed.
• Process orders, payments, and returns accurately and efficiently, using the company’s CRM and order management systems.
• Collaborate with cross-functional teams, including Sales, Logistics, and Quality Assurance, to address customer inquiries and resolve issues promptly.
• Maintain accurate and up-to-date customer records, including contact information, interactions, and preferences, in the company’s CRM system.
• Provide product recommendations, troubleshooting assistance, and technical support to customers as needed.
• Stay informed about company products, promotions, and policies to provide accurate and helpful information to customers.
• Meet or exceed performance targets for customer satisfaction, response times, and resolution rates.

Requirements:

• High school diploma or equivalent; additional education or training in customer service is a plus.
• Previous experience in customer service, call center, or related role, preferably in the retail or consumer goods industry.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Strong problem-solving and decision-making abilities, with the ability to handle difficult situations with patience and empathy.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Proficiency in MS Office applications (Word, Excel, Outlook) and CRM software.
• Flexibility to work rotating shifts, including evenings, weekends, and holidays as needed.

Benefits:

• Competitive salary package with opportunities for performance-based incentives.
• Opportunities for professional development and career advancement.
• Supportive work environment with opportunities for learning and growth.
• Comprehensive benefits package including health insurance and retirement benefits.
• Opportunity to make a meaningful impact by promoting eco-friendly and sustainable consumer products.