Customer service rep at Bottleking Limited in Lagos

Position Overview

The Customer service rep (CSR) will act as the first point of reach out for clients, managing questions, addressing service issues, processing orders, and making sure client fulfillment. The CSR will also assist sales increase through clear articulation, service understanding, and issue resolution.

Primary duties

• Take action promptly and competently to client questions through phone, email, WhatsApp, and other information exchange channels.
• Oversee incoming calls, chats, and messages while preserving a high level of service.
• Manage client service issues, offer suitable initiatives, and check in to guarantee solution.
• Process client orders, reimbursements, and exchanges precisely.
• Offer thorough product information and mentor clients in making informed buy decisions.
• Preserve precise records of client engagements and financial record in the CRM system.
• Report to higher support tier unresolved concerns to the suitable department or manager as required.
• Work alongside the sales, warehouse, and logistics teams to guarantee smooth order fulfilment.
• Track client fulfillment levels and proactively suggest enhancements.
• Guarantee alignment to organisation rules and service standard guidelines.

Credentials & Qualifications

• OND / Higher national diploma / Bsc in Business Management, Promotion, or a relevant field.
• Proven work expertise as a Customer service rep, ideally in FMCG or in-store.
• Outstanding verbal and professional writing competencies.
• Robust issue resolution and dispute settlement competencies.
• Competence in Ms office tools and CRM resources.
• Task juggling skill, prioritize, and organize schedule productively.
• Robust meticulousness and planning abilities.
• Must be client-oriented with a positive mindset.

Essential skills:

• Client Concentration & Empathy.
• Clear communication.
• Patience & Adaptability.
• Issue resolution.
• Team Partnership.
• Sales Assist Onboarding.

Operating Terms:

Full-time, in-field position May require evening or weekend accessibility relying on business needs.