Customer Care Officer at a Reputable Pharmaceutical Company

We are a Pharmaceutical Company that was founded by an entrepreneur with vast experience in the pharmaceutical industry. Our compay has come of age with an imposing record of over 10 years meeting the needs of sick and needy through a range of globally sourced, best-in-their-class life saving medicines.

Our range of pharmaceutical products include critical care, super specialty products covering the categories of Anti-Malarial, Anti-Biotic, Anti-Fungal, Anti-Emetic, Steroid, NSAID drugs, Anti-Spasmodic, Anti-Hypertensive, Worm Expellant, Anti-Hastimine and Anti-Psychotic drugs.

Today, our pharmaceutical company is a house hold name with diverse marketing activities all over Nigeria and with a staff strength of over 150. Our major partners are mainly from China and India and we have over 100 registered products with NAFDAC.

We are poised for the future in the mission to be the leading pharmaceutical company in Nigeria through the provision of world class services to our customers and other stakeholders and the vision to be the largest manufacturer of drugs in the whole of West Africa.

We are recruiting to fill the position below:

Job Title: Customer Care Officer

Location: Abuja (FCT)
Employment Type: Full-time

Overview

• As a Customer Care Officer, you will be the primary point of contact for our customers, providing exceptional service and support to ensure a positive experience and foster customer satisfaction and loyalty.
• Your role involves addressing inquiries, resolving issues, and proactively engaging with customers to enhance their overall interaction with our products or services.

Key Responsibilities
Customer Support:

• Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
• Listen attentively to customer concerns, assess their needs, and provide accurate and helpful information or assistance.
• Resolve customer issues or complaints efficiently and effectively, escalating complex issues to appropriate departments or supervisors as needed.

Product Knowledge and Education:

• Develop a deep understanding of our products or services to provide knowledgeable support and guidance to customers.
• Educate customers on product features, usage, and troubleshooting techniques to enhance their experience and maximize product satisfaction.
• Provide product demonstrations or tutorials to assist customers in utilizing our offerings effectively.

Relationship Building:

• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in every interaction.
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities to exceed expectations.
• Follow up with customers to ensure that their issues have been resolved satisfactorily and inquire about their overall satisfaction with our products or services.

Process Improvement:

• Identify recurring customer issues or pain points and collaborate with internal teams to develop solutions and improve processes.
• Contribute to the development of knowledge bases, FAQs, or self-service resources to empower customers to find answers independently.
• Share customer feedback and insights with relevant stakeholders to drive continuous improvement and innovation in our products, services, and customer support practices.

Quality Assurance:

• Maintain high standards of service quality and adherence to established service level agreements (SLAs) and performance metrics.
• Conduct quality assessments of customer interactions to ensure consistency, accuracy, and compliance with company policies and procedures.
• Provide feedback and coaching to team members to help them improve their customer service skills and performance.

Qualifications

• Bachelor's Degree in Business Administration, Communications, Hospitality, or related field preferred.
• Proven experience (2 years) in customer service, preferably in a customer-facing role or call center environment.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly, concisely, and professionally.
• Strong interpersonal skills and the ability to build rapport and connect with customers from diverse backgrounds.
• Problem-solving abilities and the capacity to remain calm and composed under pressure.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Flexibility to work in a dynamic and fast-paced environment, including evenings, weekends, or holidays as needed.
• Commitment to delivering exceptional customer service and a passion for helping others.

Application Closing Date
6th April, 2026.