Ecommerce 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: Ecommerce Customer Service Representative (Female)

Location: Victoria Island, Lagos
Employment Type: Full-time
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.

Performance Metrics:

• Customer Satisfaction (CSAT) Scores
• First Response Time (FRT)
• Resolution Rate
• Average Handling Time (AHT)
• Net Promoter Score (NPS)

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.

Salary

• N100,000 - N300,000 monthly - Attractive and negotiable.

Benefits:

• Competitive Salary
• Health Insurance
• Professional Development Opportunities

Application Closing Date
5th December, 2024.