Customer Service Representative (Female) at Owens & Xley Consults

Owens and Xley is a Small Business Advisory and Consulting Company in Lagos, Nigeria. Our services include of Small Business Startup and Set up, Business Plan preparation, Business Process Design and Business Strategy Formulation.

We know the role good planning plays in any business and its associated costs; and the initial capital challenges faced by a small business which is why we have developed solutions which ensure that small business owners have access to technical skills but at a fraction of the cost.

We are recruiting to fill the position below:

Job Title: Customer Service Representative (Female)

Location: Lekki, Lagos
Employment Type: Full-time

Job Description

• We are currently looking to hire a qualified customer service/key account officer for our client, a luxury beauty Hub located in Lekki, Lagos.

Responsibilities

• Open and maintain customer accounts by recording account information
• Ensure clients are attended to in a professional manner
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up with client and in-house team to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs based on feedback collated
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools and templates
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Create communication template and guideline
• Go the extra mile to engage customers without crossing familiarity boundaries
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Compile daily, weekly and monthly reports on overall customer satisfaction
• Handle changes in policies or renewals
• Book, reschedule or cancel consultation appointments
• Confirm receipt of consultation fee
• Measure fabric brought in by the client
• Confirm the size of panel fabrics and communicate variances in measurement to the client if the client is not available to come in physically for consultation

Requirements

• B.Sc qualification
• 2-3 years’ work experience in a customer service role
• High level of professionalism
• Organizational and coordination skills
• Result-oriented team player with exceptional motivation and interpersonal skills.
• High proficiency in MS Office Suite
• Must be able to prepare management reports and correspondence
• Good initiative, time and stress management skills
• Comfortable in both a leadership and team-player role, manages team members, leads meetings, and supervises when needed
• Excellent written and verbal communication skills
• Problem-solving skills
• Attentiveness and listening skills
• Excellent time management skills; ability to prioritize
• Persuasion skills
• Exhibit willingness to learn and to grow with the company and must be motivated to take on additional projects and solve problems
• Highly organized multi-tasker who works well in a fast-paced environment
• Self-directed and able to work without supervision
• Ability to schedule appointments/update calendars.

Salary
N100,000 - N150,000 monthly.

Application Closing Date
11th March, 2022.