About this role
Job Description
- We are looking for a dedicated and empathetic Customer Service Representative to join our growing customer experience team.
- The successful candidate will serve as the primary point of contact for our customers, handling enquiries, resolving complaints, and ensuring a seamless customer journey across all touchpoints.
- You will represent our brand values in every interaction and work collaboratively with internal teams to deliver timely and effective resolutions.
Key Responsibilities
- Manage customer enquiries regarding order status, delivery timelines, and product availability via phone, email, and live chat
- Coordinate with Logistics and Warehouse Departments Managers to resolve supply and delivery delays
- Update customers on order tracking information and proactively communicate delays before customers need to follow up
- Handle product complaints and liaise with Sales Operations Team/concerned Team Lead or Central Warehouse Managers to provide accurate resolutions
- Maintain a minimum average response time of under two minutes on live chat during business hours
- Identify recurring complaint patterns and report insights to the Sales Operations Team for process improvement.
- Work with other departments to resolve customer issues and escalations
- Keep detailed records of customer interactions and transactions
- Collaborate with other team members to meet or exceed customer service targets
Requirements
- B.Sc / B.Ed / HND, OND, NCE in Mass Communication, Business Administration or other Social Sciences
- Previous customer service experience required, and experience in a call centre environment preferred
- Excellent communication skills, both written and verbal
- Strong problem-solving skills and the ability to think creatively to find solutions
- Excellent organisational and time management skills
- Ability to work independently and as part of a team
- Strong computer skills and proficiency with customer service software
Application Closing Date
Not Specified.