Customer Relations Officer - Lagos, Nigeria - Swift Dry cleaners Limited

Description

Respond promptly and courteously to customer inquiries through various channels (phone, email, chat, etc.).
Provide accurate and helpful information to address customer questions, concerns, and complaints.
Assist customers in navigating products or services, resolving issues, and ensuring a positive customer experience.
Process customer orders, ensuring accuracy and timely fulfillment.
Track and monitor order status, updating customers on delivery schedules and any potential delays.
Identify and escalate complex or unresolved issues to appropriate departments for timely resolution.
Follow up with customers to ensure their issues are fully resolved and their satisfaction is achieved.
Maintain a comprehensive understanding of the company's products or services to effectively address customer inquiries and provide appropriate recommendations.

Actively seek and gather customer feedback to identify areas for improvement and relay this information to relevant teams within the organization.

Build and maintain strong customer relationships, striving to enhance customer loyalty and retention.
Utilize effective communication skills to establish rapport and demonstrate empathy in customer interactions.
Adhere to company policies, guidelines, and service standards to ensure consistent and high-quality customer service.
Accurately record customer interactions and transactions in the company's database or customer relationship management (CRM) system.

Monitor and achieve key performance indicators (KPIs) related to customer service, such as response time, customer satisfaction scores, and first-call resolution rates.

Stay updated on industry trends and best practices in customer service to continuously enhance skills and knowledge.