Customer Care Officer at a Well-established Nigerian Pharmaceutical Company

We are a well-established Nigerian Pharmaceutical Company that have come of age with an imposing record of more than 10 years of meeting the needs in healthcare through a range of globally sourced, Best-In-Class-Drugs. We were incorporated in 1998 with the sole aim of manufacturing and marketing Pharmaceutical products.

We are recruiting to fill the position below:

Job Title: Customer Care Officer

Location: Lagos
Employment Type: Full-time

Overview

• As a Customer Care Officer, you will be the primary point of contact for our customers, providing exceptional service and support to ensure a positive experience and foster customer satisfaction and loyalty.
• Your role involves addressing inquiries, resolving issues, and proactively engaging with customers to enhance their overall interaction with our products or services.

Key Responsibilities
Customer Support:

• Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
• Listen attentively to customer concerns, assess their needs, and provide accurate and helpful information or assistance.
• Resolve customer issues or complaints efficiently and effectively, escalating complex issues to appropriate departments or supervisors as needed.

Product Knowledge and Education:

• Develop a deep understanding of our products or services to provide knowledgeable support and guidance to customers.
• Educate customers on product features, usage, and troubleshooting techniques to enhance their experience and maximize product satisfaction.
• Provide product demonstrations or tutorials to assist customers in utilizing our offerings effectively.

Relationship Building:

• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in every interaction.
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities to exceed expectations.
• Follow up with customers to ensure that their issues have been resolved satisfactorily and inquire about their overall satisfaction with our products or services.

Process Improvement:

• Identify recurring customer issues or pain points and collaborate with internal teams to develop solutions and improve processes.
• Contribute to the development of knowledge bases, FAQs, or self-service resources to empower customers to find answers independently.
• Share customer feedback and insights with relevant stakeholders to drive continuous improvement and innovation in our products, services, and customer support practices.

Quality Assurance:

• Maintain high standards of service quality and adherence to established service level agreements (SLAs) and performance metrics.
• Conduct quality assessments of customer interactions to ensure consistency, accuracy, and compliance with company policies and procedures.
• Provide feedback and coaching to team members to help them improve their customer service skills and performance.

Qualifications

• Bachelor's Degree in Business Administration, Communications, Hospitality, or related field preferred.
• Proven experience (3 years) in customer service, preferably in a customer-facing role or call center environment.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly, concisely, and professionally.
• Strong interpersonal skills and the ability to build rapport and connect with customers from diverse backgrounds.
• Problem-solving abilities and the capacity to remain calm and composed under pressure.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Flexibility to work in a dynamic and fast-paced environment, including evenings, weekends, or holidays as needed.
• Commitment to delivering exceptional customer service and a passion for helping others.

Application Closing Date
12th August, 2024.