Customer Service Officer at Food Concepts Plc

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.

Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).

We are recruiting to fill the position below:

Job Title: Customer Service Officer

Requisition ID: 1498
Location: Nigeria
Employment Type: Full Time
Grade Level: 3
Department: Shared Services Department
Reports to: Marketing Manager

Job Purpose

• To Ensure customer satisfaction and provide professional customer support.

Core Responsibilities and Key Result Areas

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Keep records of customer interactions, process customer accounts and file documents.
• Ensure compliance with any and all requirements defined/established by Government Regulatory agencies who have an over-sight responsibility of the Department’s activities.

Key Performance Indicators:

• First Response Time
• Average Resolution Time
• Customer Retention Rate
• Quality of the internal administrative processes/procedures.

Job Specifications

• Educational Requirements: Minimum of BSc. / HND required
• Professional Requirements: Membership of ICSN or any other related professional degree is an added advantage
• Experience Requirements: 1- 3 years’ experience in a similar role is required

Knowledge Requirements:

• Knowledge of Customer Service procedures and processes in line with industry best standards
• Knowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.
• Knowledge of CRM software
• Knowledge of Health & Safety Regulation
• Demonstrates good interpersonal and communications skills.

Decision Expectations:

• Ensure all customer queries and requests are attended to
• Monitors compliance with all rules and regulations in the organization as regards safety and facility utilization.

Working Conditions:

• Job holder typically works 40 hours per week, Monday to Friday, although this role may involve working overtime and weekends.

Contacts and Purpose of Contact:
Internal Contacts (most frequent contacts):

• Executive Management
• Senior and Middle Management.
• Peers.

Purpose of Contact:

• Exchange or provide information
• Obtain, clarify, and discuss information
• Present, discuss information and problems
• Collaborate, negotiate and present ideas.

Application Closing Date
Not Specified.