customer Service Representative(female) at Owens and Xley

Location: Lekki, Lagos
Salary
N100,000 - N150,000

Job Description
We are currently looking to hire a qualified customer service/key account officer for our client, a luxury beauty Hub located in Lekki, Lagos.

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 in-house team to ensure resolution
• 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
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Compile daily, weekly and monthly reports on overall customer satisfaction
• Handle changes in policies or renewals
• Book, reschedule or cancel consultation appointments
• Confirm receipt of consultation fee
• Measure fabric brought in by the client
• Confirm the size of panel fabrics and communicate variances in measurement to the client if the client is not available to come in physically for consultation

Requirements

• Qualification: BSc
• Experience: 2-3 years’ work experience in a customer service role
• High level of professionalism
• Organizational and coordination skills
• Result-oriented team player with exceptional motivation and interpersonal skills.
• High proficiency in MS Office Suite
• Must be able to prepare management reports and correspondence
• Good initiative, time and stress management skills
• Comfortable in both a leadership and team-player role, manages team members, leads meetings, and supervises when needed
• Excellent written and verbal communication skills
• Problem-solving skills
• Attentiveness and listening skills
• Excellent time management skills; ability to prioritize
• Persuasion skills
• Exhibit willingness to learn and to grow with the company and must be motivated to take on additional projects and solve problems
• Highly organized multi-tasker who works well in a fast-paced environment
• Self-directed and able to work without supervision
• Ability to schedule appointments/update calendars.