Customer Service Representative at Domeo Resources International

Domeo Resources International (DRI) is a prolific organisation which proffers HR and Management Consultancy solutions premised on excellence and innovation. DRI analyses various organisational problems, develops improvement plans, deploys those plans and monitors the plans to ensure improved organisational performance.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Lagos
Reports to: Manager
Direct Reports: None

Main Function

• The Customer Service Rep is responsible for providing outstanding service to customers by addressing inquiries, resolving issues, and ensuring a positive experience.
• This role involves communicating with customers across multiple channels, offering assistance, and maintaining a high standard of customer satisfaction.

Role Responsibilities
Customer Support and Inquiry Handling:

• Serve as the first point of contact for customers, handling inquiries via phone, email, live chat, or in-person.
• Provide accurate information about products, services, pricing, policies, and procedures to customers.
• Respond to customer inquiries promptly and professionally, ensuring customer concerns are addressed and resolved in a timely manner.
• Record customer interactions, feedback, and issues in the CRM system to ensure accurate tracking and follow-up.

Issue Resolution and Problem-Solving:

• Address and resolve customer complaints, escalating complex issues to the Customer Service Manager when necessary.
• Work with other departments (sales, logistics, etc.) to resolve customer concerns regarding product availability, delivery status, or returns.
• Strive to find solutions that satisfy both the customer and company policies, ensuring a positive outcome.

Product Knowledge and Guidance:

• Maintain an in-depth understanding of the company’s products and services to effectively assist customers.
• Provide guidance and recommendations to customers regarding the products or services that best meet their needs.
• Keep up to date with product updates, promotions, and company policies to provide accurate and current information.

Customer Relationship Management:

• Build and maintain positive relationships with customers, fostering loyalty and encouraging repeat business.
• Follow up with customers to ensure satisfaction with products or services and to gather feedback on their experience.
• Assist in customer retention efforts by offering incentives, loyalty programs, or solutions to enhance the customer experience.

Administrative and Reporting:

• Assist with administrative tasks related to customer orders, returns, and refunds.
• Prepare reports for management on customer feedback, common issues, and service performance metrics.
• Maintain accurate records of customer interactions, transactions, and resolutions to ensure compliance with company standards.

Quality Assurance:

• Monitor the quality of customer interactions to ensure high levels of professionalism and adherence to company policies.
• Participate in training and development activities to improve customer service skills and knowledge.

Qualifications and Requirements
Education and Certifications:

• A degree in Business Administration, Communication, hospitality Marketing, or a related field is preferred.

Experience

• 1–2 years of experience in a call centre, retail or hospitality outlet.
• Experience handling customer complaints and resolving issues
• Familiarity with customer relationship management (CRM) software and technology

Skills:
Communication Skills:

• Strong verbal and written communication skills to effectively engage with customers.
• Ability to explain complex concepts in simple terms to customers of varying technical expertise.
• Active listening skills to understand customer needs and provide the best solutions.

Problem-Solving and Conflict Resolution:

• Excellent problem-solving skills to identify issues and develop effective solutions.
• Ability to manage difficult situations with customers in a calm and professional manner.
• Strong decision-making abilities while ensuring company policies are adhered to.

Customer Orientation:

• A customer-first mindset with a focus on delivering high-quality service and exceeding customer expectations.
• Patience and empathy to handle a wide range of customer concerns and requests.

Organizational Skills:

• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Strong time management skills to handle customer requests and follow-up tasks efficiently..

Teamwork and Collaboration:

• Ability to work well in a team environment and collaborate with other departments to meet customer needs.
• Willingness to contribute ideas and feedback to improve the overall customer service process.

Application Closing Date
31st October, 2025.