Customer Service Officer at Dang Lifestyle

Overview

• In this role, you are responsible for assisting with the needs of customers and responding to their concerns and feedback.
• You will also build and preserve trusting relationships with customers, work to rectify issues experienced by individual customers as well as aim to improve the organization’s overall customer satisfaction ratings.

Key Responsibilities

• Handle calls, requests and complaints from customers
• Respond to customer inquiries via phone, email, and live chat
• Provide customer service and support to ensure customer satisfaction
• Keep customers informed of order status and delivery schedule
• Provide information and support to customers on products
• Follow up on customers to get products and delivery feedback
• Document customer interactions (e.g., loyalty program) and update customer accounts
• Communicate customer’s requests and feedback to the required team
• Manage returns and exchanges and report to Quality Control and Logistics and Fulfilment Officer
• Identify and escalate complex customer complaints to the Operations and Admin Supervisor
• Send out weekly, monthly, and yearly reports on customer satisfaction and feedback to the Operations and Admin SupervisorPerform any other tasks assigned.

Key Interactions

• Internal Interaction: Operations and Administrative Supervisor, Digital Marketing Executive, Executive Assistant, Quality Control Officer, Logistics and Fulfillment Lead, Logistics and Fulfillment Officer, Lead Aesthetician, Junior Aesthetician, Sales Supervisor, Sales Associates, Account Officer
• External Interaction: Customers and Clients

Requirements
Education and Experience:

• B.Sc / HND in Mass Communication or related field.
• 2-4 years’ experience as a Customer Service Officer or similar role

Technical Skills:

• Good knowledge of customer relationship management (CRM) practices
• Knowledge and understanding of business policies and procedures
• Good data entry and typing skills
• Proficiency in the use of Microsoft Office tools.

Soft Skills:

• Excellent customer service skills
• Excellent organization, planning and coordination skills
• Good intuition and administrative skills
• Good attentiveness and patience for customers
• Ability to perform well in a fast-paced environment
• Active listening and effective communication skill
• Excellent time management skills
• Good problem-solving and analytical skills
• Emotional intelligent skills
• Ability to work with minimal supervision.

Behavioural Competencies:

• Must have a pleasant and professional phone presence
• Must demonstrate a high level of confidentiality, professionalism, and sound judgement
• Ability to handle and resolve customer complaints
• Must be willing to work long hours and be very responsive
• Must be detailed oriented
• Must have a patient and proactive attitude
• Display interest in keeping up to date with introduction of new policies and laws
• Must have the ability to navigate stressful situations.

Remuneration
N120,000 Monthly.