Customer Service Officer at Owens and Xley

  Location : Lekki, Lagos       

Job Overview : In this role, you are responsible for attracting potential customers by answering product and service questions; suggesting information about other products and services.  You will process 
orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction, while staying true to the company’s core values.

General Responsibilities: 

• Open and maintain customer accounts by recording account information 
• Ensure clients are attended to in a professional manner 
• Resolve product or service problems by clarifying the customer's complaint; 
• determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up with client and inhouse team to ensure resolution. 
• Maintain financial accounts by processing customer adjustments 
• Recommend potential products or services to management by collecting customer 
• information and analyzing customer needs based on feedback collated 
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed 
• Manage large amounts of incoming calls 
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication 
• Provide accurate, valid and complete information by using the right methods/tools and templates. 
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents 
• Create communication template and guideline 
• Go the extra mile to engage customers without crossing familiarity boundaries 
• Resolve customer complaints via phone, email, mail or social media 
• Use telephones to reach out to customers and verify account information 
• Greet customers warmly and ascertain problem or reason for calling 
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges 
• Advise on company information 
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders 
• Answer questions about warranties or terms of sale. 
• Act as the company gatekeeper 
• Suggest solutions when a product malfunctions 
• Compile daily, weekly and monthly reports on overall customer satisfactio
• Confirm the size of panel fabrics and communicate variances in measurement to the client is not available to come in physically for consultation.                    

Requirements:

• HND or BSC in any related discipline 
• Experience 1-2 years experience in a customer service role.
• Experience in the fashion industry is a plus 
•  High level of professionalism 
• Research skills 
• Organizational and coordination skills 
• Result-oriented team player with exceptional 
• motivation and interpersonal skills.