Customer Service Officer at Elvaridah

Job Summary

• The Customer Service Officer will be responsible for managing customer inquiries, providing timely and professional support, and ensuring a positive customer experience across all communication channels. The role requires strong communication skills, problem-solving ability, and a customer-focused mindset.

Key Responsibilities

Customer Interaction and Support:

• Handle customer inquiries, complaints, and requests via phone, email, chat, and social media in a professional and timely manner.

Issue Resolution:

• Investigate customer concerns, provide accurate information, and resolve issues efficiently while ensuring customer satisfaction.

Record Keeping and Documentation:

• Accurately document customer interactions, complaints, and resolutions using the company’s CRM or tracking systems.

Order and Service Coordination:

• Liaise with internal teams to track orders, bookings, or service requests and provide updates to customers.

Customer Feedback Management:

• Gather and document customer feedback, complaints, and suggestions to support service improvement initiatives.

Service Standards Compliance:

• Ensure all interactions align with company policies, service standards, and customer experience guidelines.

Follow-Up and Relationship Management:

• Conduct follow-ups with customers to confirm issue resolution and maintain positive long-term relationships.

Support for Sales and Operations:

• Assist sales and operations teams by responding to customer inquiries related to products, services, or promotions.

Reporting and Performance Tracking:

• Prepare basic customer service reports, including response times, resolution rates, and common customer issues.

Hybrid Work Coordination:

• Effectively manage both remote and on-site responsibilities, ensuring consistent service delivery regardless of work location.

Requirements & Qualifications

• Minimum of 1–3 years experience in a customer service role.
• OND/HND/BSc in any relevant field.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize tasks, and work independently.
• Customer-focused attitude with good problem-solving skills.
• Proficiency in Microsoft Office and basic CRM tools.
• Must be based in Lagos and available for hybrid work.