Customer Service Representative (Female) at Hec Recruit

Hec Recruit is a full-service HR consulting firm with a unique approach. Since 2020 we have been helping our clients find a job best suited for their skills and interests, and helping local companies locate the best employees.

We are recruiting to fill the position below:

Job Title: Customer Service Representative (Female)

Location: Victoria Island, Lagos
Employment Type: Full-time
Industry: E-commerce
Reports to: Customer Service Manager, Ecommerce Manager, or Operations Manager
Resumption: Immediately

Job Description

• Provide exceptional customer service to online customers, resolving issues and ensuring a positive shopping experience.

Key Responsibilities
Customer Communication:

• Respond to customer inquiries via phone, email, chat, or social media.
• Resolve customer complaints, issues, and concerns in a timely and professional manner.
• Provide product information, recommendations, and troubleshooting assistance.

Order Support:

• Assist with order tracking, cancellations, and modifications.
• Resolve order-related issues, such as shipping errors or damaged products.
• Process returns, exchanges, and refunds.

Product Knowledge:

• Develop and maintain knowledge of products, services, and policies.
• Stay up-to-date on product updates, launches, and promotions.

Issue Resolution:

• Troubleshoot and resolve technical issues (e.g., website, payment processing).
• Escalate complex issues to senior team members or management.

Customer Retention:

• Offer personalized solutions to retain customers.
• Provide loyalty program information and benefits.

Data Entry and Record-Keeping:

• Accurately document customer interactions in CRM or ticketing systems.
• Maintain customer records, order history, and communication logs.

Team Collaboration:

• Collaborate with ecommerce, marketing, and logistics teams to resolve issues.
• Share customer feedback and insights to improve processes.

Skills and Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• 1-2 years of customer service experience, preferably in ecommerce.
• Excellent communication, problem-solving, and conflict resolution skills.
• Proficient in CRM software, helpdesk systems, and ecommerce platforms.
• Ability to work in a fast-paced environment.
• Strong analytical and problem-solving skills.

Certifications:

• Certified Customer Service Representative (CCSR)
• Certified Ecommerce Customer Service (CECS)
• Certified Customer Experience Professional (CCEP)

Performance Metrics:

• Customer satisfaction (CSAT) scores
• First response time (FRT)
• Resolution rate
• Average handling time (AHT)
• Net promoter score (NPS).

Salary
Attractive and negotiable.

Benefits:

• Competitive salary
• Health insurance
• Professional development opportunities.

Application Closing Date
9th December, 2024.