Customer Service Officer at Hreade

JOB SUMMARY

• Responsible for managing online and occasional walk-in orders, manages relationships with customers to ensure satisfactory service delivery.
• Responsible for creating engaging content on social media platforms and developing social media strategies to drive sales.
• Maintains records of daily transactions and updates customer database.

ESSENTIAL JOB FUNCTIONS

Customer Service

• Respond to incoming calls, emails, and customer requests and inquiries on social media pages.
• Welcome and attend to walk-in customers.
• Receive customers’ orders and relate the order specification to the production team (Head Baker).
• Prepare and send invoices to customers for orders placed.
• Ensure completed orders meet the customers’ specifications by comparing the order specifications to the completed order.
• Confirm payments made for customers’ orders before processing orders.
• Take pictures of all completed orders and archive them.
• Conduct after-sales follow-ups to get feedback from customers.
• Investigate and resolve or escalate customer complaints regarding product quality, services, or delivery.
• Establish relationships with customers to upsell to them.
• Arrange and ensure orders due for delivery align with orders sent out to customers when requested.
• Keep up to date with competitors and trends in the industry and share relevant information with the management that may help with the overall growth strategy.

Administrative Duties

• Keep an updated record of daily orders.
• Maintain and update the customer database.
• Create end-of-day reports on orders received and sales made.
• Keep a record of customer issues that require refunds and ensure that the refunds are processed promptly.

Social Media Management

• Create content (take pictures and shoot videos) using design applications when necessary and post them on social media to engage customers and drive product sales.

EDUCATION:

• Bachelor’s degree from an accredited university

TECHNICAL REQUIREMENTS:

• Good social media management skills.
• Proficient in the use of Microsoft office tools.
• Skilled in the use of Canva

KNOWLEDGE REQUIREMENTS:

• Knowledge of the use of CRM tools

WORK EXPERIENCE:

• 1-2 years post-NYSC experience in a customer service role or similar role.

COMPETENCIES REQUIRED:

• Highly organized
• Detail-oriented
• Exceptional Interpersonal skills
• Excellent communication skills
• Conflict resolution and problem-solving skills
• Persuading and influencing
• Writing and reporting
• Solution-oriented and customer-focused
• Presenting and communicating information
• Analyzing information