Customer Service / Sales Associate at Garmprint Global Concepts Limited

Garmprint is a leading garment production company that specializes in textile finishing, printing, and branding services. We provide high-quality custom designs and branding solutions for various industries, including corporate clients, fashion brands, and businesses of all sizes. Our team is committed to providing exceptional service to our clients while maintaining a reputation for quality and excellence.

We are recruiting to fill the position below:

Job Title: Customer Service / Sales Associate

Location: Apapa, Lagos
Employment Type: Full-time

Role Overview

• We are seeking a motivated and skilled Customer Care Representative to join our dynamic Customer Support team.
• As a Customer Care Representative with a focus on social media, you will be responsible for effectively managing customer inquiries, concerns, and feedback across various social media platforms.
• Your role will involve providing exceptional customer service, resolving issues, and maintaining a positive brand image through proactive engagement.

Key Responsibilities
Social Media Engagement:

• Monitor and respond to customer inquiries, comments, and feedback on social media platforms (such as Facebook, Twitter, Instagram, LinkedIn, etc.).
• Engage with customers in a timely and professional manner, demonstrating empathy and understanding.
• Foster positive interactions by addressing concerns, answering questions, and providing accurate information about products, services, and promotions.
• Collaborate with internal teams to obtain necessary information for resolving customer issues.

Issue Resolution:

• Investigate and troubleshoot customer complaints, issues, and inquiries, ensuring a satisfactory resolution.
• Escalate complex or unresolved issues to higher-tier support or relevant departments while maintaining ownership of the case.
• Proactively identify trends and patterns in customer feedback to address recurring issues and improve processes.

Brand Advocacy:

• Uphold the company's brand image and values in all interactions with customers on social media.
• Communicate product updates, service enhancements, and promotions to customers as appropriate.
• Promote positive sentiment and loyalty among customers through effective communication and problem-solving.

Collaboration:

• Collaborate with cross-functional teams, including Marketing and Product Development, to provide insights from customer interactions and contribute to product/service improvements.
• Participate in training sessions and knowledge-sharing activities to stay up-to-date with product knowledge and support techniques.

Reporting:

• Maintain accurate records of customer interactions, including feedback, issues, and resolutions.
• Provide regular reports to management on social media engagement metrics, customer feedback trends, and the effectiveness of support strategies.

Qualifications and Skills

• Bachelor's Degree or equivalent preferred.
• 2 - 4 years relevant work experience.
• Proven experience in customer service, preferably in a social media-focused role.
• Strong written and verbal communication skills, with a keen ability to convey information clearly and professionally.
• Familiarity with social media platforms and their functionalities.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Empathetic and patient attitude towards customer concerns.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational skills.
• Proficiency in using customer support software and tools.
• Multilingual skills (if applicable) are a plus.

Salary
N120,000 - N150,000 Monthly.

Application Closing Date
15th January, 2024.