Customer Care Representative at Dang Lifestyle

Dang Lifestyle - Born out of a mission to provide unique fragrances for you, Dang Lifestyle gives fragrances worth remembering and celebrating for a lifetime. On our journey to becoming a generational business, we love creating connections and ensuring that every aspect of your life feels brighter and smells as heavenly as our wide array of scents. Our goal is making your scented space memorable. Be rest assured of quality products from our company in respects to our home fragrances, body care products and perfumes. We are here to serve you for a lifetime.

We are recruiting to fill the position below:

Job Title: Customer Care Representative

Location: Lagos
Employment Type: Full-time

Responsibilities
Customer Assistance and Support: 

• Respond promptly to customer inquiries via phone, email, or chat, providing accurate information, assistance, and resolution to address their needs and concerns. 
• Assist customers with product inquiries, order tracking, returns, and other service-related issues, demonstrating empathy, patience, and professionalism in every interaction. 
• Escalate complex or unresolved issues to the Junior Customer Service Representative or appropriate team members for further investigation and resolution. 

Order Processing and Management: 

• Process customer orders, cancellations, and modifications accurately and efficiently, ensuring timely fulfillment and delivery in compliance with company policies and procedures. 
• Collaborate with logistics, warehouse, and other departments to address order-related issues, track shipments, and ensure a seamless customer experience from purchase to delivery. 
• Keep accurate records of customer interactions, inquiries, and transactions in the CRM system, maintaining data integrity and accessibility for future reference and analysis. 

Product Knowledge and Assistance: 

• Develop a basic understanding of our product offerings, features, benefits, and usage instructions to assist customers effectively and provide informed recommendations. 
• Stay informed about new product launches, promotions, and marketing campaigns to inform customers and drive sales through upselling and cross-selling opportunities. 
• Participate in product training sessions and workshops to enhance product knowledge, sales techniques, and customer service skills. 

Problem Resolution and Conflict Management: 

• Address customer complaints, feedback, and escalations in a timely and professional manner, striving to resolve issues to the customer's satisfaction while upholding company policies and guidelines. 
• Identify recurring issues or trends in customer feedback and communicate them to the Junior Customer Service Representative or management team for further analysis and action. 
• Maintain composure and professionalism in challenging situations, de-escalating tense interactions and finding mutually beneficial solutions for customers and the company. 

Team Collaboration and Support: 

• Collaborate with team members to share knowledge, best practices, and insights to improve service quality and efficiency. 
• Support team goals and initiatives, such as achieving performance targets, improving customer satisfaction scores, and driving continuous improvement in service delivery. 
• Assist with training new team members, sharing on-the-job experiences, and providing support to help them acclimate to their roles and responsibilities. 

Skills
Technical Skills:

• Basic understanding of customer service principles, practices, and techniques, with a willingness to learn and develop proficiency in handling customer inquiries and resolving issues. 
• Familiarity with CRM systems, contact center software, and other customer service tools and platforms used to manage customer interactions and data. 
• Proficiency in using Microsoft Office applications (Word, Excel, Outlook) to create documents, manage emails, and perform basic data entry tasks. 

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to build rapport, listen actively, and communicate effectively with customers from diverse backgrounds and cultures. 
• Customer-focused mindset, with a genuine desire to help customers, solve problems, and deliver exceptional service experiences that exceed their expectations. 
• Adaptability and resilience, with the ability to thrive in a fast-paced, dynamic environment, handle multiple tasks simultaneously, and maintain composure under pressure. 
• Team player mentality, with a willingness to collaborate, support colleagues, and contribute to a positive and inclusive team culture. 
• Attention to detail and organizational skills, with a commitment to accuracy, completeness, and timeliness in managing customer inquiries, documentation, and follow-up activities. 

Application Closing Date
Not Specified.