Customer Relations Officer at the Clean Borehole Water Sellers Association (CBWSA) of Lagos

The Clean Borehole Water Sellers Association (CBWSA) of Lagos is an esteemed organization representing a coalition of water vendors within the state. Our mission is to champion access to clean water, advocate for sanitation practices, and raise awareness about hygiene, aligning with the Sustainable Development Goal 6 on clean water and sanitation, for the benefit of the people of Lagos state.

With a membership exceeding 10,000 individuals, our association comprises a diverse demographic, with 50% women, 30% men, 18% older adults, and 2% people with disabilities. These members are distributed across the 20 Local Government Areas of the state, each afforded equal opportunities for participation and empowerment, ensuring inclusivity across all segments of society. Additionally, our association prides itself on reflecting Nigeria's rich cultural diversity, with significant representation from the three major ethnic groups – Yoruba, Igbo, and Hausa – as well as other minority ethnic groups, harmoniously spread throughout Lagos state.

We are recruiting to fill the position below for an oncoming donor funded project:

Job Title: Customer Relations Officer

Location: Palmgrove, Lagos
Employment Type: Full-time

Job Description

• A Customer Relations Officer is responsible for ensuring excellent customer service and maintaining strong customer relationships.
• This role involves handling customer inquiries, resolving issues, and providing information about products and services.
• The Customer Relations Officer works closely with other departments to enhance the overall customer experience and improve customer satisfaction.

Responsibilities
Customer Interaction:

• Respond to customer inquiries via phone, email, chat, and in person.
• Provide accurate information regarding products, services, and policies.
• Handle and resolve customer complaints in a professional and timely manner.

Customer Relationship Management:

• Develop and maintain positive relationships with customers.
• Follow up with customers to ensure their issues are resolved.
• Identify and anticipate customer needs to enhance satisfaction.

Administrative Duties:

• Maintain customer records and update account information as needed.
• Prepare reports on customer feedback and interactions.
• Track and analyze customer service metrics to identify areas for improvement.

Collaboration and Coordination:

• Work with other departments to ensure customer needs are met.
• Assist in the development and implementation of customer service policies and procedures.
• Participate in training sessions to stay updated on products, services, and company policies.

Problem-Solving and Troubleshooting:

• Identify trends in customer issues and suggest solutions.
• Collaborate with technical support teams to resolve complex problems.
• Offer proactive solutions to improve customer service processes.

Requirements
Education:

• Minimum: National Diploma or equivalent.

Experience:

• Entry-Level : 1-2 years of experience in customer service, sales, or a related field.

Additional Qualifications:

• Multilingual abilities are advantageous.
• Strong knowledge of the company's products and services.
• This comprehensive job description ensures that the Customer Relations Officer can meet the demands of the role and contribute effectively to the organization’s customer service strategy.

Skills:
Communication Skills:

• Excellent verbal and written communication abilities.
• Active listening skills and the ability to articulate responses clearly.

Problem-Solving Skills:

• Strong analytical and problem-solving abilities.
• Ability to think on your feet and handle difficult situations calmly.

Interpersonal Skills:

• Strong interpersonal skills and the ability to build rapport with customers.
• Patience and empathy when dealing with customer concerns.

Organizational Skills:

• Strong organizational and time management skills.
• Attention to detail and the ability to manage multiple tasks simultaneously.

Technical Skills:

• Basic knowledge of MS Office (Word, Excel, PowerPoint).

Salary
N100,000 - N150,000 / month.

Application Closing Date
14th June, 2024.