Customer Service Representative at DealDey

Reports to: Head of Customer Service
Function: Customer Service Representative
Location: Lagos & Abuja
Ref: DD/CS/CSR/0514

Purpose Statement:
Responsible for interacting with the company’s customers to provide them with information to address inquiries regarding products and services as well as deal with and help resolve any customer complaints.

Key Accountabilities:

• Responding to enquiries, complaints, requests, feedbacks and suggestions by customers via telephone, email and all social media platforms
• Credit customers’ accounts after payments are made to our partnering banks and through the different payment platforms
• Upload deals using personal URL on Twitter and responding to enquiries, complaints, requests, feedbacks and suggestions via Twitter
• Sorting out and ensuring prompt delivery of items to customers daily
• Keep abreast of all sales and returns policies and special promotions run by the organization from time to time
• Maintain call center database by entering all customer information accurately
• Keep all call centre equipment operational by following established procedures; as well as reporting malfunctions
• Enhance the reputation of the organization by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Maintain a close work relationship with the Operations and Logistics team to ensure customer orders are processed on time
• Conduct individual periodic market survey about the image of the organization
• Perform other duties that may be assigned by the Unit Head

Knowledge, Skills and Experience:

• Minimum of a University degree in any related discipline
• Minimum of 2 years working experience in a similar role
• Customer focus/people oriented
• Emotional intelligence
• Data entry skills
• Good telephone skills
• Excellent communication skills (written & oral)
• Good networking skills
• Good problem solving skills
• Ability to multitask and prioritize own work load
• Proficiency in the use of technology and Microsoft Office productivity tools

The following skills are essential:

• Analytical ability
• Creative imagination and problem solving
• Must be Computer Literate