Customer Service Representative At Sims Nigeria Limited
full-time
Role Overview
We are seeking a customer-focused, professional, and responsive Customer Service Representative to serve as the first point of contact for customers, providing timely assistance, resolving enquiries and complaints, and ensuring a positive customer experience.
The ideal candidate will demonstrate excellent communication and problem-solving skills, maintain a strong understanding of the company's products and services, and effectively manage customer interactions across various channels.
Key Responsibilities
Attend to customer enquiries, requests, complaints, and feedback promptly and professionally.
Provide accurate information regarding the company's products, services, pricing, policies, and procedures.
Receive and resolve customer complaints while ensuring appropriate escalation of complex issues.
Maintain a high level of professionalism and courtesy during all customer interactions.
Follow up on outstanding customer issues to ensure timely and satisfactory resolution.
Record and maintain accurate customer information, complaints, enquiries, and resolutions in the appropriate system.
Handle customer interactions through phone calls, emails, social media, live chat, and other approved communication channels.
Coordinate with relevant departments such as Sales, Technical, Logistics, Accounts, and After-Sales Service to resolve customer concerns.
Monitor customer satisfaction and identify recurring issues that may require process improvement.
Provide customers with updates on orders, deliveries, repairs, warranties, and other service-related matters where applicable.
Assist in maintaining customer records and ensuring customer information is properly updated.
Identify opportunities to improve customer experience and make recommendations to management.
Follow established customer service procedures, company policies, and service standards.
Prepare and submit customer service reports and other required documentation.
Maintain confidentiality of customer and company information.
Perform other duties as assigned by the Customer Service Supervisor/Manager.
Key Requirements
Bachelor's Degree, HND in Business Administration, Marketing, Mass Communication, or a related field.
Minimum of 3 years of experience in customer service, front desk, sales support, call centre, or a related role.
Excellent verbal and written communication skills.
Strong interpersonal and relationship-management skills.
Good problem-solving and conflict-resolution abilities.
Customer-focused with a strong commitment to service excellence.
Ability to remain calm and professional when handling difficult or dissatisfied customers.
Good computer literacy and proficiency in Microsoft Office applications.
Experience using CRM or customer service management systems is an added advantage.
Strong attention to detail and ability to maintain accurate records.
Ability to multitask and work effectively in a fast-paced environment.
Female Candidate is more preferred.