Job details
Job Type: Full-Time
Work Mode: On-site (Physical presence required)
Reports To: Customer Service Supervisor / Store Manager
Job Summary:
We are seeking a customer-focused, friendly, and professional Customer Service Representative to join our team in Abuja.
The successful candidate will serve as the first point of contact for customers, providing timely assistance, responding to enquiries, resolving complaints, and ensuring an excellent customer experience.
The ideal candidate must possess strong communication and interpersonal skills, demonstrate patience, and be capable of handling customer concerns professionally in a fast-paced retail environment.
Job Description:
1. Customer Support and Engagement
Welcome customers and provide professional assistance with enquiries and requests.
Respond to customer questions regarding products, prices, availability, promotions, and company services.
Provide accurate information and guide customers in making informed purchasing decisions.
Maintain positive relationships with customers and promote customer satisfaction.
2. Complaint Management and Resolution
Receive, investigate, and resolve customer complaints promptly and professionally.
Handle difficult customers with patience, empathy, and professionalism.
Escalate unresolved or complex complaints to the appropriate supervisor or management.
Follow up on customer complaints to ensure satisfactory resolution.
3. Communication and Coordination
Respond to customer enquiries through telephone calls, emails, WhatsApp, and other communication channels.
Coordinate with the sales, operations, and store teams to address customer concerns.
Communicate product updates, promotional offers, and relevant information to customers.
Maintain clear and professional communication at all times.
4. Customer Records and Reporting
Maintain accurate records of customer enquiries, complaints, feedback, and resolutions.
Document recurring customer complaints and recommend improvements.
Prepare daily or weekly customer service reports as required.
Protect customer information and maintain confidentiality.
5. Service Quality and Compliance
Ensure customers receive consistent, high-quality service.
Adhere to company policies, customer service standards, and operational procedures.
Identify opportunities to improve customer satisfaction and service delivery.
Perform other duties assigned by the supervisor or management.
Key Performance Indicators (KPIs):
Performance will be evaluated based on:
Customer satisfaction ratings and feedback.
Response time to customer enquiries.
Complaint resolution rate and turnaround time.
Accuracy of customer information and service records.
Quality of customer interactions.
Compliance with customer service standards.
Customer retention and repeat patronage.
Punctuality, attendance, and overall professionalism.
Requirements:
Minimum of OND/HND or Bachelor's Degree in Business Administration, Marketing, Mass Communication, or a related discipline.
1–3 years of experience in customer service, customer relations, or a similar role.
Experience in a supermarket, retail store, shopping mall, hospitality, or other customer-facing environment is an advantage.
Basic computer literacy and familiarity with Microsoft Office applications.
Experience using POS systems, CRM software, and customer communication platforms is an added advantage.
Required Skills and Competencies:
Excellent verbal and written communication skills.
Strong interpersonal and relationship-management skills.
Good listening, problem-solving, and conflict-resolution abilities.
Patience, empathy, and a customer-first attitude.
Ability to multitask and work effectively under pressure.
Strong attention to detail and organizational skills.
Professional appearance, attitude, and conduct.
Ability to work independently and as part of a team.
Good time management and accountability.
Work Location and Conditions:
The position is based in Abuja, Nigeria.
This is a strictly on-site role requiring physical presence at the company's designated workplace.
The successful candidate must be available to work assigned shifts, including weekends and public holidays where operationally necessary.
The role requires regular interaction with customers in a fast-paced retail environment.