Customer Service Officer at Mathills Services Limited

Mathills Services Limited is a consulting firm that provides a wide range of human resource solutions with a business focus. We are a dynamic organization that excels in consulting, training, and delivering results. We provide current solutions and business innovations such as outsourcing and recruitment of quality talent, business consultancy, training and business process engineering to serve small to large size private, public and non-profit organizations across diverse sectors.

We are recruiting to fill the position below:

Job Title: Customer Service Officer

Location: Lekki Phase 1, Lagos
Employment Type: Full-time

Position Overview

• As a customer service officer with 5 years of experience, you will play a vital role in ensuring customer satisfaction and maintain strong relationships with clients.
• You will be responsible for handling customer inquiries, resolving issues, and providing exceptional service in a timely and professional manner. your expertise and experience in customer service will contribute to the overall success of our organization.

Key Responsibilities

• Customer Support: Serve as the primary point of contact for customers, responding to inquiries via phone, email, or chat. Provide accurate and helpful information, trouble shoot problems, and ensure prompt resolution of customer issues. Strive to exceed customer expectations and deliver a positive experience.
• Problem Resoultion: Investigate and resolve customer compliants or concerns promptly and effectively, utilizing resources and escalating complex issues when necessary. Employ strong problem-solving skills to identify root causes and implement appropriate solutions, ensuring customer satisfaction.
• Relationship Management: Develop and nurture strong relationships with customers, understanding their needs and providing personalized assistance. Proactively engage with customers to identify opportunities for up selling or cross-selling products or services to maximize revenue generation.
• Product Knowledge: Maintain a deep understanding of company products, Services and policies to effectively address customer inquires and provide accurate information. Stay updated on industry trends and developments to anticipate customer needs and suggest improvements to existing products or services.
• Documentation and Reporting: Accurately document customer interactions, inquiries, and resolution in the company’s CRM system. Prepare reports and provide regular feedback to the management team regarding customer concerns, trends, and opportunities for improvement.
• Team Collaboration: Collaborate with cross-functional teams, including sales, marketing and technical support, to ensure seamless customer experiences. Share customer feedback and insights to contribute to the enhancement of products, services and processes.
• Customer Satisfaction Measurement: Monitor and measure customer satisfaction levels through surveys, feedback mechanisms, and key performance indicators (KPIs) Analyze data and implement strategies to continuously improve customer service and overall customer experience.

Qualifications and Skills

• BA / B.Sc qualification.
• Minimum of 5 years of experience in a customer service role, preferably in a similar industry or organization. Previous experience in handling customer inquiries and resolving issues is essential.
• Communications Skills: Excellent verbal and written communication skills to interact with customers effectively and professionally. Ability to convey complex information in a clear and concise manner.
• Problem Solving: Strong problem-solving and critical-thinking abilities to identify and address customer concerns promptly and effectively. Capacity to think on your feet and make informed decisions.
• Empathy: Empathetic and patient approach when dealing with customers, understanding their needs and providing appropriate solutions. Ability to remain calm and composed in challenging situations.
• Product Knowledge: Thorough knowledge of the company's products, services, and policies. Continuously update and enhance product knowledge to provide accurate information to customers.
• Multitasking: Excellent organizational and multitasking skills to manage multiple customer inquiries simultaneously.
• Time Management: Strong time management skills to prioritize tasks, meet deadlines, and manage workload efficiently.
• Customer Focus: Strong dedication to customer satisfaction, always striving to exceed expectations and deliver exceptional service.
• Candidate based around Lekki Phase 1 is an added advantage.

Salary
N70,000 - N100,000 monthly

Application Closing Date
30th June, 2023.

Method of Application
Interested and qualified candidates should send their Application and CV to: [email protected] using the Job Title as the subject of the mail.