Customer Service Representative (Sales & Customer Support) at FMR AGENCY

‎Work Schedule: Monday – Friday (8:00 AM – 7:00 PM), Saturday (8:00 AM – 4:00 PM)
‎Industry: Food Retail / Fresh Meat & Frozen Foods

‎Overview

• We are recruiting a proactive, customer-focused, and commercially minded Customer Service Representative to support the sales and customer experience operations of our client.
• ‎The successful candidate will be responsible for managing customer interactions across multiple communication channels, converting enquiries into sales, processing customer orders, and building lasting customer relationships through excellent service and proactive follow-up.
• This role is ideal for someone who combines strong customer service skills with a sales mindset and enjoys delivering exceptional customer experiences from initial enquiry through post-sale support.

‎‎Key Responsibilities

• Manage customer enquiries across WhatsApp Business, Instagram, telephone, website, and other approved communication channels.
• Provide accurate information on products, pricing, availability, ordering procedures, and delivery options.
• Recommend suitable products based on customers' needs and actively convert enquiries into confirmed orders.
• ‎Upsell, cross-sell, and recommend complementary products to maximize sales opportunities.
• Process customer orders accurately and maintain complete order documentation.
• Follow up with prospective customers to convert pending enquiries into sales.
• Conduct after-sales follow-ups to ensure customer satisfaction and encourage repeat purchases.
• Maintain strong relationships with existing customers through structured follow-up and re-engagement activities.
• Handle customer complaints professionally, resolve issues within assigned authority, and escalate complex matters where necessary.
• Liaise with internal teams to ensure smooth order processing, payment confirmation, and timely delivery updates.
• Maintain accurate customer records, order history, and sales activities.
• Prepare daily, weekly, and monthly customer service and sales reports while identifying customer trends and opportunities for improvement.

‎‎Requirements

• Minimum of OND, HND, or Bachelor's degree in any discipline.
• Previous experience in Customer Service, Retail Sales, Telesales, E-commerce, or any customer-facing sales role is preferred.
• Proximity to Surulere is key.
• Experience managing customers through WhatsApp Business, Instagram, or other digital communication platforms is an added advantage.
• ‎Strong sales ability with a proven capacity to convert customer enquiries into completed orders.
• ‎Excellent written and verbal communication skills.
• ‎Strong customer relationship management and follow-up skills.
• ‎Good computer literacy with proficiency in Microsoft Office and digital communication tools.
• ‎Excellent organizational skills with strong attention to detail.
• ‎Ability to multitask and work efficiently in a fast-paced environment.
• Self-motivated, proactive, and able to take ownership of customer issues through resolution.