Customer Service Officer at Vitalvida Limited

Vitalvida is a fast-growing e-commerce company focused on delivering high-quality products to customers across Nigeria. We are serious about speed, precision, and accountability. We are growing fast, and we need serious people to join our team.

We are recruiting to fill the position below:

Job Title: Customer Service Officer

Location: Yaba, Lagos
Employment Type: Full-time

About the Role

• This role is for disciplined, hardworking, and proactive individuals who will attend to customers, close sales, and help the company succeed.
• You will be doing more than just your job description because that is how startups work.

Key Responsibilities
Customer Engagement:

• Answer customers' questions via WhatsApp, Instagram, and phone calls in a polite and professional way.
• Help customers place their orders and ensure their satisfaction.
• Follow up on orders until they are successfully delivered.
• Proactively resolve issues arising from Delivery Agents and Customers.

Sales and Order Management:

• Record customer orders in the CRM system accurately.
• Negotiate rates with logistics service providers.
• Determine the best delivery agent for each delivery.
• Manage delivery agents to ensure efficient processing and dispatch of orders.
• Oversee the flow of customer orders from initiation to delivery.
• Record calls with customers for quality assurance.
• Assign orders to delivery agents on WhatsApp and track progress until delivery.
• Meet or exceed sales targets by identifying and closing opportunities.

Beyond Your Job Description:

• Step in to help other team members whenever needed.
• Take initiative to solve problems, even if it’s not “your job.”
• Look for ways to improve processes for the company.

Reporting and Accountability:

• Fill out and submit daily sales reports without excuses.
• Prepare end-of-day reports with accurate and complete information.
• Proactively handle any issues and ensure smooth operations.

Qualifications

• Interested candidates should possess a Bachelor's Degree / HND with 2 - 3 years of experience.
• Previous experience in telesales or customer service is a plus.
• Must be computer literate.
• Excellent analytical thinking.
• Must know how to use WhatsApp, Instagram, CRM tools, and basic computer applications.
• Knowledge of or willingness to learn new productivity tools.
• High level of initiative with the ability to self-manage.
• Excellent written and verbal communication skills.
• Must be organized, detail-oriented, and able to work under pressure.

Daily Expectations and Performance Targets

• Close a minimum of 40 sales daily or resolve 60 inquiries daily to meet targets.
• KPIs will be tracked daily, and quarterly performance bonuses are available for those who consistently meet and exceed goals.

What We Expect (Competencies):

• Ownership Mentality: Treat the company like it’s yours. Take responsibility for results.
• Hard Work: Come early, stay late, and give your best effort every single day.
• Focus: Work during work hours — no social media, no gisting, no laziness.
• Integrity: Be honest and upright. Don’t use company time for personal business.
• Startup Mindset: Be ready to help where needed; no task is beneath you.

What We Don’t Want:

• Disorganized individuals who can’t handle multiple tasks and miss details in customer orders.
• Poor communicators who fail to engage customers professionally or resolve issues effectively, leaving customers frustrated.
• Procrastinators who delay responding to customers, fail to follow up on orders, or let issues escalate unnecessarily.
• Negative personalities who complain, shift blame, or bring down team morale instead of working towards solutions.
• Rude individuals who use condescending tones with customers or phrases like "You have to calm down"—we prioritize respect, empathy, and professionalism at all times.
• Impatient people who interrupt or dismiss customers’ concerns instead of actively listening and resolving their issues.
• Know-it-alls who argue with customers or try to "prove them wrong"—we believe in addressing concerns, not winning arguments.
• Arrogant individuals with uncontrollable egos who undermine teamwork and make interactions uncomfortable for colleagues or customers.
• People who talk down to others, whether customers, colleagues, or delivery agents—respect and humility are essential to our culture.
• People who lack accountability and make excuses instead of owning up to mistakes or taking responsibility for results.
• Those who think customers are not always king—at Vitalvida, our customers are always king, and every team member must reflect that in their interactions.
• Emotionally reactive individuals who lose their temper or become defensive when dealing with difficult customers or situations.

What You Will Learn and Do in Your First 30 Days
Day 1: Training on CRM tools, order assignments, and customer interaction.
Weeks 1–2:

• Conduct daily audits to ensure full understanding of your responsibilities.
• Start handling customer interactions and orders with full accountability.
• If you fail to meet expectations within your probation period, you will be let go.

Salary
N70,000 - N100,000 per month.

Application Closing Date
19th February, 2025.