Customer Service Representative

Customer Service Representative at SIMS Nigeria Limited

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 2 - 3 years
• Location Akwa Ibom
• City Uyo
• Job Field Customer Care, Success and Service

Role Overview

• The Customer Service Representative is responsible for attending to customer enquiries, handling complaints, processing service requests, and providing timely information to ensure a positive customer experience.
• The role involves maintaining accurate customer records, coordinating with relevant departments to resolve customer issues, and ensuring that all interactions reflect the company's service standards and commitment to customer satisfaction.

Key Responsibilities

• Customer Enquiries: Respond promptly and professionally to customer enquiries regarding products, orders, deliveries, warranties, repairs, and other service-related matters.

• Complaint Handling: Receive, document, and resolve customer complaints within approved timelines, escalating complex or unresolved cases to the appropriate supervisor.

• Service Request Coordination: Register customer requests for repairs, installations, maintenance, and other after-sales services, ensuring proper tracking until resolution.

• Customer Communication: Provide customers with accurate updates on repair progress, order status, delivery schedules, and complaint resolution through approved communication channels.

• Customer Records Management: Maintain accurate and up-to-date records of customer interactions, complaints, service requests, and resolutions using the company's approved systems.

• Cross-Functional Coordination: Liaise with Sales, Service Centres, Logistics, Warehouse, and other relevant departments to resolve customer issues and ensure timely service delivery.

• Customer Feedback: Collect and document customer feedback, identify recurring concerns, and communicate service improvement opportunities to the supervisor.

• Service Standards Compliance: Adhere to company policies, customer service procedures, communication standards, and approved response and resolution timelines.

• Follow-Up and Customer Satisfaction: Follow up with customers after complaints or service requests have been addressed to confirm resolution and assess their satisfaction.

• Reporting: Prepare routine reports on customer enquiries, complaints received, cases resolved, pending requests, and recurring service issues.

• Key Requirements

• HND, or Bachelor's degree in Business Administration, Marketing, Mass Communication, or a related discipline.

• Minimum of 2-3 years' experience in customer service, customer support, or a similar role. Relevant entry-level candidates may also be considered.

• Strong verbal and written communication skills.

• Good interpersonal skills and the ability to handle difficult customer interactions professionally.

• Basic proficiency in Microsoft Office and familiarity with CRM, ERP, or customer service systems.

• Strong problem-solving, organisational, and time-management skills.

• Ability to multitask, prioritise requests, and work effectively under pressure.

• Good attention to detail and accurate record-keeping skills.

• Customer-focused attitude, patience, and a strong sense of responsibility.

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