Customer Care Representative at Eden Care and Resourcing Limited

Eden Care and Resourcing Limited are specialists in the recruitment, outsourcing and training of employees for organizations.

We are recruiting to fill the position below:

Job Title: Customer Care Representative

Location: Sangotedo, Lagos
Employment Type: Full-time

Responsibilities

• Respond to customer inquiries: Answer incoming calls, emails, and messages promptly and provide accurate information to customers regarding products, services, and company policies.
• Resolve customer complaints: Listen to customer concerns, empathize with their situation, and work towards finding a satisfactory resolution. This may involve coordinating with other departments or escalating issues to a supervisor if necessary.
• Provide product support: Assist customers with product-related questions, troubleshooting, and technical support. Guide customers through the use of products and services to ensure they have a positive experience.
• Process orders and returns: Assist customers with placing orders, processing payments, and tracking shipments. Handle returns and exchanges, ensuring a smooth and efficient process.
• Maintain customer records: Update customer information, interactions, and transactions accurately in the customer database or CRM system. Keep detailed and organized records of customer interactions for future reference.
• Upsell and cross-sell: Identify opportunities to promote additional products or services to customers, based on their needs and preferences.
• Stay updated on product knowledge: Continuously educate oneself about the company’s products, services, and industry trends to provide accurate and up-to-date information to customers.
• Collaborate with other departments: Work closely with other teams, such as sales, marketing, and technical support, to resolve customer issues and provide a seamless customer experience.
• Follow company policies and procedures: Adhere to company guidelines, protocols, and ethical standards while interacting with customers and handling their inquiries or complaints.
• Meet performance metrics: Achieve or exceed individual and team targets, such as response time, customer satisfaction ratings, and sales goals

Requirements

• Excellent communication skills, both verbal and written
• Strong problem-solving and decision-making abilities
• Patience, empathy, and the ability to handle difficult customers with professionalism
• Ability to multitask and prioritize tasks effectively
• Proficiency in using customer service software, CRM systems, and other relevant tools
• Basic knowledge of computer systems, software, and internet navigation
• Flexibility to work in shifts, including evenings, weekends, and holidays
• Previous customer service experience is preferred, but not mandatory.

Application Closing Date
21st November, 2023.