Customer Service Representative at SIMS Nigeria Limited

Role Overview

• We are seeking a customer-focused, professional, and responsive Customer Service Representative to serve as the first point of contact for customers, providing timely assistance, resolving enquiries and complaints, and ensuring a positive customer experience.
• The ideal candidate will demonstrate excellent communication and problem-solving skills, maintain a strong understanding of the company’s products and services, and effectively manage customer interactions across various channels.

Key Responsibilities

• Attend to customer enquiries, requests, complaints, and feedback promptly and professionally.
• Provide accurate information regarding the company’s products, services, pricing, policies, and procedures.
• Receive and resolve customer complaints while ensuring appropriate escalation of complex issues.
• Maintain a high level of professionalism and courtesy during all customer interactions.
• Follow up on outstanding customer issues to ensure timely and satisfactory resolution.
• Record and maintain accurate customer information, complaints, enquiries, and resolutions in the appropriate system.
• Handle customer interactions through phone calls, emails, social media, live chat, and other approved communication channels.
• Coordinate with relevant departments such as Sales, Technical, Logistics, Accounts, and After-Sales Service to resolve customer concerns.
• Monitor customer satisfaction and identify recurring issues that may require process improvement.
• Provide customers with updates on orders, deliveries, repairs, warranties, and other service-related matters where applicable.
• Assist in maintaining customer records and ensuring customer information is properly updated.
• Identify opportunities to improve customer experience and make recommendations to management.
• Follow established customer service procedures, company policies, and service standards.
• Prepare and submit customer service reports and other required documentation.
• Maintain confidentiality of customer and company information.
• Perform other duties as assigned by the Customer Service Supervisor/Manager.

Key Requirements

• Bachelor's Degree, HND, or OND in Business Administration, Marketing, Mass Communication, or a related field.
• Minimum of 3 years of experience in customer service, front desk, sales support, call centre, or a related role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management skills.
• Good problem-solving and conflict-resolution abilities.
• Customer-focused with a strong commitment to service excellence.
• Ability to remain calm and professional when handling difficult or dissatisfied customers.
• Good computer literacy and proficiency in Microsoft Office applications.
• Experience using CRM or customer service management systems is an added advantage.
• Strong attention to detail and ability to maintain accurate records.
• Ability to multitask and work effectively in a fast-paced environment.