Customer Serivce / Sales Representative at Lance Trend

Lance Trend is a major distributor of technology products and Services for businesses in Nigeria, as well as partners with various ICT, manufacturers.

Key Responsibilities

Customer Support

• Respond promptly and professionally to customer enquiries through phone calls, WhatsApp, email, website chat, social media, and other communication channels.
• Provide accurate information about products, prices, availability, specifications, warranties, payment options, and delivery timelines.
• Understand customer needs and recommend suitable products based on their requirements and budget.
• Maintain a polite, helpful, and professional attitude when dealing with customers.
• Follow up with customers to ensure their enquiries and issues are properly resolved.

Sales Support

• Assist customers throughout the sales process, from product enquiries to order confirmation.
• Convert customer enquiries and leads into sales where appropriate.
• Prepare and share quotations, invoices, product information, and payment details as required.
• Follow up on pending quotations, abandoned enquiries, and prospective customers.
• Promote relevant products, promotions, bundles, and special offers to customers.
• Identify opportunities for upselling and cross-selling complementary products and accessories.

Order Management

• Receive and process customer orders accurately.
• Confirm product availability before confirming orders.
• Verify customer information, delivery addresses, quantities, product specifications, and payment status.
• Coordinate with the sales, warehouse, finance, and logistics teams to ensure orders are processed and delivered correctly.
• Keep customers updated on the status of their orders.
• Confirm successful delivery and customer satisfaction.

Complaint & Issue Resolution

• Receive and document customer complaints professionally.
• Investigate customer issues and provide appropriate solutions within company policy.
• Escalate technical, warranty, delivery, payment, or other complex issues to the appropriate department.
• Follow up on unresolved complaints until they are properly closed.
• Handle difficult customers professionally while protecting the company\'s interests and policies.
• Ensure customers are properly informed about warranty, replacement, return, and repair procedures.

After-Sales Support

• Follow up with customers after delivery to confirm satisfaction.
• Assist customers with warranty and service enquiries.
• Coordinate warranty-related complaints with the relevant internal team, manufacturers, or authorized service centres.
• Maintain proper records of complaints, repairs, replacements, and other after-sales cases.
• Ensure customers receive timely updates on service cases.

Customer Relationship Management

• Build and maintain strong relationships with existing and prospective customers.
• Maintain accurate customer records and communication history.
• Follow up with existing customers for repeat purchases and future requirements.
• Identify opportunities to improve customer retention and loyalty.
• Collect customer feedback and communicate recurring issues to management.

Product Knowledge

• Develop strong knowledge of Lance Trend\'s products, brands, specifications, pricing, warranties, and available alternatives.
• Stay updated on new products, promotions, and changes in product availability.
• Understand the differences between products and clearly explain technical specifications to customers in simple terms.
• Keep up with current technology trends relevant to the company\'s product portfolio.

Reporting & Documentation

• Maintain accurate records of customer enquiries, leads, orders, complaints, and follow-ups.
• Provide daily/weekly reports on customer enquiries, sales leads, conversions, complaints, and outstanding issues.
• Track pending customer requests and ensure timely follow-up.
• Record customer feedback and identify recurring issues that require management attention.
• Support the team with customer and sales data when required.