Reach out Agent / Customer support officer at Afripoint Group Limited in Abuja

Position Objective

The Reach out Agent / Customer support officer serves as the first point of reach out between the organization and its clients. The position is in charge of managing client questions, service issues, and requests through various channels (calls, emails, social platforms, or in-person), making sure outstanding customer experience, and preserving robust customer connections.

Service Dispatch:

• Preserve a positive, courteous, and specialist mindset while interacting with clients.
• Ensure client requests are logged, tracked, and checked back until solution.
• Process orders, returns, and service requests in line with organisation rules.
• Uphold performance threshold agreements (SLAs) for response and solution times.

Client engagement Management:

• Build and preserve positive connections with clients to increase commitment and fulfillment.
• Carry out client engagement calls to guarantee client fulfillment after service or grievance solution.
• Capture client response and distribute findings with management to lead service enhancements.

Expertise:

At least 1 – 2 years expertise in client support, call center, or call centre position. Expertise in FMCG, in-store, or service industry is preferred.

Competencies & Skills:

• Outstanding verbal and professional writing competencies.
• Robust issue resolution and dispute settlement competencies.
• Competence in Office productivity software and client support software (CRM, helpdesk resources).
• Active listening and empathy.
• Task juggling skill and perform in high-stress situations.

Personal Traits:

• Client-focused mentality.
• Patience and emotional intelligence.
• Specialist appearance and mindset.
• Team player with robust people skills.

Work Terms:

May engage operating in changes, weekends, or holidays relying on business needs. Position requires regular accessibility and responsiveness.