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  • Customer Service Representative - Lagos - Dang Lifestyle

    Dang Lifestyle
    Dang Lifestyle Lagos

    2 months ago

    ₦1,200,000 - ₦2,400,000 (NGN) per year *
    Description

    Today

    D

    Customer Service Representative


    DANG Lifestyle


    Lagos Full Time

    Retail, Fashion & FMCG Confidential

    • Minimum Qualification :
    • Experience Level : Entry level
    • Experience Length : 2 years

    Job Description/Requirements


    Role Description

    Overview

    In this role, you are responsible for assisting with the needs of customers and responding to their concerns and feedback. You will also build and preserve trusting relationships with customers, work to rectify issues experienced by individual customers as well as aim to improve the organization's overall customer satisfaction ratings.

    KEY RESPONSIBILITIES

    • Handle calls, requests, and complaints from customers
    • Respond to customer inquiries via phone, email, and live chat
    • Provide customer service and support to ensure customer satisfaction
    • Keep customers informed of order status and delivery schedule
    • Provide information and support to customers on products
    • Follow up on customers to get products and delivery feedback
    • Document customer interactions (e.g., loyalty program) and update customer accounts
    • Communicate customer's requests and feedback to the required team
    • Manage returns and exchanges and report to Quality Control and Logistics and Fulfilment Officer
    • Identify and escalate complex customer complaints to the Operations and Admin Supervisor
    • Send out weekly, monthly, and yearly reports on customer satisfaction and feedback to the Operations and Admin Supervisor
      Perform any other tasks assigned.

    TECHNICAL SKILLS

    • Good knowledge of customer relationship management (CRM) practices
    • Knowledge and understanding of business policies and procedures
    • Good data entry and typing skills
      Proficiency in the use of Microsoft Office tools.

    SOFT SKILLS

    • Excellent customer service skills
    • Excellent organization, planning, and coordination skills
    • Good intuition and administrative skills
    • Good attentiveness and patience for customers
    • Ability to perform well in a fast-paced environment
    • Active listening and effective communication skills
    • Excellent time management skills
    • Good problem-solving and analytical skills
    • Emotional intelligent skills
      Ability to work with minimal supervision.

    EDUCATIONAL QUALIFICATION

    • 2-4 years' experience as a Customer Service Officer or similar role
      B.Sc./HND in Mass Communication or related field.

    BEHAVIORAL COMPETENCIES

    • Must have a pleasant and professional phone presence
    • Must demonstrate a high level of confidentiality, professionalism, and sound judgment
    • Ability to handle and resolve customer complaints
    • Must be willing to work long hours and be very responsive
    • Must be detail-oriented
    • Must have a patient and proactive attitude
    • Display interest in keeping up to date with the introduction of new policies and laws
      Must have the ability to navigate stressful situations.

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    * This salary range is an estimation made by beBee
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