E-commerce Customer Service Officer at SKLD Integrated Services Limited

SKLD is an integrated corporate entity providing technology, educational and office supplies, branded product distribution, garment manufacturing and humanitarian aid procurement services through contracts, wholesale, retail, and online channels.

We are recruiting to fill the position below:

Job Title: E-commerce Customer Service Officer

Location: Gbagada, Lagos
Employment Type: Full-time

Job Summary

• The job exists to manage the e-commerce store by providing the best customer experience at all stages of the customer’s journey from order to delivery.
• This role maximizes the commercial potential of the e-commerce store by ensuring a seamless flow in the process of purchasing items from the store and guaranteeing customer satisfaction.

Main Responsibilities

• Deals promptly and professionally with customers/clients through various channels including but not limited to calls, emails, social media chats on product details, and the ordering process.
• Guides and advises potential customers intending to convert to purchase by upselling and cross-selling where necessary
• Keeps proper documentation of all customer interactions, transactions, comments, and complaints whilst reporting the same accordingly.
• Ensures satisfactory outcomes for customers and resolves issues fairly while maintaining a positive image for SKLD and adhering to corporate terms & conditions
• Reports on customer service statistics, showing e-mail and order volumes
• Processes orders, forms, applications, and requests.
• Manages and tracks customers' orders and communicates clearly with customers throughout the sale journey from order to delivery - updating and giving a new delivery timeline to customers as applicable.
• Tracks and matches payments of delivered or refunded orders
• Updates the customers about the nature of after-sales service.
• Updates the customers about the transit of the products and follows up with the delivery team to ensure timely delivery.
• Attends to customer feedback or complaints on damaged products and advises customers on refund policy as necessary.
• Generates feedback from customers on product and service delivery and areas of improvement.

Job Requirements

• Candidates should possess a Bachelor's Degree qualification
• Minimum of 2 years experience in customer service.
• E-commerce background is an added advantage
• Must be a sales-oriented person.
• Quick learner with the ability to absorb extensive information on our brand's history, product offerings, and communications/advertising program
• Outstanding written and verbal communication skills, great phone etiquette, and elevated speech
• Proactive personality and self-motivator
• Strong computer skills in Microsoft Office applications and the ability to learn new applications quickly.

Salary and Benefits

• N60,000 monthly.
• Leave Allowance.
• HMO.
• Group Life Assurance.

Application Closing Date
30th April, 2022.