Customer Service Officer at Elvaridah Limited

At Elvaridah, we emphasize on the critical matters and prospects of organizations such as business growth, strategy, planning, marketing, structure, and people management across different industries. We help companies focus on the growth of their businesses while aligning costs with strategy. With our all-inclusive approach and expertise, we capture values across the boundaries of any organization. Elvaridah focuses on optimizing all the different parts of a business as a unit.

We are recruiting to fill the position below:

Job Title: Customer Service Officer

Location: Lagos
Employment Type: Full-time
Department :Operations

Overview

• The Customer Service Officer acts as the point of contact to customers and provides information by responding to customers' queries and requests. You are to ensure customer satisfaction and provide support to customers. You are also to ensure customer’s orders are taken appropriately, confirmed, and communicated to the appropriate department using the company’s approved process.

Key Responsibilities
Operations:

• Ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step.
• Support operational activities for prompt production and within a defined budget.
• Update the production and logistics schedules to meet clients’ demands
• Collaborate with the operations for timely production
• Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries.
• Maintain constant communication with management, staff, and external stakeholders.
• Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development.

Customer Service and Delivery:

• Oversee the order fulfillment process to ensure that orders are accurately processed and dispatched on time.
• Ensure the customer service team responds to emails, calls, and inquiries promptly and efficiently, with a customer-first mindset.
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of the Customer Service personnel to meet daily operational requirements.

Reporting:

• Report, track and review the Customer database for periodic or seasonal trends.
• Compile and present monthly reports on key operations such as production, deliveries and customer service performance.
• Regularly review reports from production, events, and customer service teams to ensure alignment with company goals.
• Perform all other operations and organizational related duties as assigned.

Skills: 
Technical Skills:

• Strong business acumen and knowledge of customer support and operational processes.
• Proficiency in customer relationship management (CRM) tools and reporting.
• Experience in using performance metrics to assess operational efficiency.
• Strong knowledge of inventory management, supply chain, and logistics.

Soft Skills:

• Excellent communication skills, both written and verbal.
• Exceptional organizational skills with strong attention to detail.
• Hands-on approach to problem-solving.
• Strong analytical thinking and problem-solving capabilities.
• Proven ability to manage time effectively, meet deadlines, and handle stressful situations.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.

Education and Experience

• B.Sc./HND in a business-related field.
• Master’s degree in Business Administration (MBA) is an added advantage.
• Minimum of 2 to 3 years of relevant experience in Customer Service management, preferably in retail or food manufacturing.
• Good knowledge of CRM.

Behavioural Competencies:

• High level of confidentiality, tact, and discretion when dealing with sensitive information.
• Strong initiative and creativity in solving business and operational challenges.
• Confidence and assertiveness in managing relationships with clients and internal stakeholders.
• Willingness to work flexible hours, including weekends, to meet operational demands.
• Ability to manage the flow of people, products, and business processes in a seamless and efficient manner.

Application Closing Date
Not Specified.