Contact Agent / Customer Service Officer at Afripoint Group Limited

Job Purpose

• The Contact Agent / Customer Service Officer serves as the first point of contact between the company and its customers.
• The role is responsible for handling customer inquiries, complaints, and requests through multiple channels (calls, emails, social media, or in-person), ensuring excellent customer experience, and maintaining strong client relationships.

Key Responsibilities
Customer Interaction:

• Respond promptly to customer inquiries via phone, email, live chat, or other communication platforms.
• Provide accurate product and service information to customers.
• Handle customer complaints, concerns, and requests in a professional and empathetic manner.
• Ensure first-call resolution or timely escalation of unresolved issues.

Service Delivery:

• Maintain a positive, courteous, and professional attitude while engaging with customers.
• Ensure customer requests are logged, tracked, and followed up until resolution.
• Process orders, returns, and service requests in line with company policies.
• Uphold service level agreements (SLAs) for response and resolution times.

Customer Relationship Management:

• Build and maintain positive relationships with customers to enhance loyalty and satisfaction.
• Conduct follow-up calls to ensure customer satisfaction after service or complaint resolution.
• Capture customer feedback and share insights with management to drive service improvements.

Reporting & Documentation:

• Accurately record customer interactions and transactions in the CRM system.
• Maintain up-to-date customer service records.
• Provide daily/weekly reports on inquiries, complaints, and resolutions.

Key Performance Indicators (KPIs)

• Customer satisfaction ratings (CSAT).
• First Contact Resolution (FCR) rate.
• Average response and resolution time.
• Number of successfully handled inquiries/complaints.
• Adherence to customer service policies and SLAs.

Job Requirements
Education & Qualifications:

• OND / HND / Bachelor’s degree in any discipline.
• Additional training or certification in Customer Service or CRM is an advantage.

Experience:

• Minimum of 1 – 2 years experience in customer service, call center, or contact center role.
• Experience in FMCG, retail, or service industry is desirable.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution skills.
• Proficiency in Microsoft Office and customer service software (CRM, helpdesk tools).
• Active listening and empathy.
• Ability to multitask and work under pressure.

Personal Attributes:

• Customer-centric mindset.
• Patience and emotional intelligence.
• Professional appearance and attitude.
• Team player with strong interpersonal skills.

Work Conditions:

• May involve working in shifts, weekends, or holidays depending on business needs.
• Role requires consistent availability and responsiveness.