About this role
Job Posting
Eko Maintenance Limited is a rapidly growing Facility Management Company that specializes in the maintenance of high-rise building facilities with an office located in Victoria Island, Lagos.
We are recruiting to fill the position below:
Job Title: Customer Service Representative
Location: Nigeria
Employment Type: Full-time
Job Summary
- An experienced Customer Service Representative with 3 years of experience in customer relations, complaint resolution, and service delivery.
- Skilled in handling customer inquiries, resolving issues efficiently, maintaining customer satisfaction, and building strong relationships with customers.
- Able to communicate effectively, multitask, and work in a fast-paced environment while ensuring excellent service delivery.
Key Responsibilities
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Handle customer inquiries and complaints through phone calls, emails, live chat, and other communication channels.
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Provide accurate information about the company's products, services, policies, and procedures.
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Resolve customer issues promptly and professionally to ensure customer satisfaction.
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Build and maintain positive relationships with existing and prospective customers.
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Follow up on customer complaints and requests to ensure timely resolution.
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Maintain accurate records of customer interactions, feedback, and transactions.
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Process customer orders, service requests, and other inquiries where applicable.
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Escalate complex customer issues to the appropriate department when necessary.
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Identify recurring customer concerns and recommend improvements to service delivery.
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Collaborate with other departments to ensure smooth operations and effective customer support.
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Meet established customer service targets and performance standards.
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Maintain professionalism, patience, and empathy when dealing with difficult customers.
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Key Performance Indicators (KPIs)
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Customer satisfaction ratings
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First-contact resolution rate
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Average response and resolution time
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Customer complaint resolution rate
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Customer retention and feedback
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Achievement of customer service targets
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Qualifications and Requirements
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HND, or Bachelor's Degree in a relevant field is an advantage.
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Minimum of 3 years of relevant customer service experience.
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Excellent verbal and written communication skills.
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Strong interpersonal and problem-solving abilities.
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Good knowledge of customer relationship management (CRM) systems is an advantage.
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Proficiency in Microsoft Office and basic computer applications.
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Ability to manage multiple tasks and prioritise workload effectively.
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Strong organisational skills and attention to detail.
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Ability to work independently and collaboratively within a team.
Core Competencies:
- Customer relationship management.
- Complaint handling and conflict resolution.
- Effective communication and active listening.
- Problem-solving and decision-making.
- Time management and multitasking.
- Teamwork and collaboration.
- Attention to detail.
- Customer retention and satisfaction.
Expected Outcome:
- To deliver excellent customer service, resolve customer concerns efficiently, strengthen customer relationships, and contribute to improved customer satisfaction and overall business performance.
Application Closing Date
Not Specified.