Customer Service Representative

Customer Service Representative Job at Catalyst Path Consulting

Job Position: Customer Service Representative

Job Location: Jabi, Abuja (FCT)

Employment 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.

Key Responsibilities

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.

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.

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.

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.

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.

• Qualifications and Experience

• 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.