Digital Retail Customer Support Specialist at Mopheth Nigeria Limited

Mopheth Nigeria Limited is a reputable organization charged with the goal of meeting the diverse needs of its growing customers from all walks of life. We began as a community Pharmacy in the year 1997, and through the years we have maintained our standard of being a renowned name in the pharmaceutical industry in Nigeria, however, with respect to our vision consumables, cosmetics, and skin care products, safe water production, grocery essentials, and a variety of baked goods. In addition, our 24-hour availability onsite and online in all our branches has equally ensured our clients can rely on us for immediate service at any hour of the day.

We are recruiting to fill the position below:

Job Title: Digital Retail Customer Support Specialist

Location: Victoria Island, Lagos
Employment Type: Full-time
Start Date: March 18th, 2024

Job Description

• As a Digital Retail Customer Support Specialist, you will play a crucial role in delivering excellent customer service and support to our online customers.

Job Functions / Responsibilities

• Respond promptly to customer inquiries and concerns through various digital channels, including email, live chat, and social media, ensuring a high level of customer satisfaction.
• Assist customers with order placement, product inquiries, shipping updates, returns, and other service-related issues, providing accurate and helpful information.
• Process orders, returns, and exchanges in accordance with company policies and procedures, ensuring timely resolution and follow-up with customers.
• Collaborate with cross-functional teams, including logistics, sales, and product management, to address customer issues and improve the online shopping experience.
• Monitor online reviews and feedback, identifying trends and opportunities for improvement, and escalate issues as needed to management.
• Maintain accurate records of customer interactions, transactions, and inquiries, using CRM software or other tracking tools.
• Stay updated on product knowledge, promotions, and company policies to effectively assist customers and provide relevant information.
• Contribute to the development of digital customer service policies, procedures, and best practices, ensuring alignment with industry standards and customer expectations.

Requirements / Qualifications

• HND / B.Sc in any relevant field.
• 3 - 5 years of experience working with eCommerce sites, preferably in a customer service or support role.
• Strong communication and interpersonal skills, with the ability to effectively engage with customers and resolve issues in a professional manner.
• Excellent problem-solving abilities, with a proactive and solution-oriented approach to customer service.
• Familiarity with CRM software, live chat platforms, and other customer service tools and technologies.
• Ability to work efficiently in a fast-paced environment, with a focus on delivering exceptional service and meeting customer needs.
• Attention to detail and accuracy in order processing, data entry, and documentation.
• Availability to work onsite at Victoria Island, Lagos, and flexible to work weekends or evenings as needed.

Why Join Us

• Competitive salary and benefits package, including HMO and Pension Plan.
• Opportunity to work with a dynamic team in a fast-growing retail company with a strong online presence.
• Professional development and growth opportunities, with training and support provided to enhance your skills and advance your career.
• Convenient location onsite at Victoria Island, Lagos, with access to public transportation and amenities.

Application Closing Date
15th March, 2024.