Customer Service Representative at Supermart Express Service

Job Profile

• We are searching for smart individuals with a passion to function in the capacity of customer service representative in our Customer Experience Team.
• The ideal candidates must have good communication skill -Verbal and Written, effective listening and persuasive skills, and able to ensure high return on investment (ROI.).

Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders and requests from customers promptly.
• Ensure customer satisfaction and provide professional customer support.
• Manage the flow of customer orders from initiation to delivery
• Liaise with Customers, Personal Shoppers, and Delivery Drivers to ensure accurate, complete and on-time delivery of orders
• Organize dispatch of Delivery Drivers to pick up items from retail partners as well as to deliver completed items to customers
• Determine the best delivery method for each delivery
• Negotiate rates with logistics service providers
• Manage Personal Shoppers and Delivery Drivers to ensure efficient processing and dispatch of customers order
• Proactively resolve issues as they arise from Personal Shoppers, Delivery Drivers, Customers and Retail Partners
• Prepare an end-of-day report with accurate and complete information
• Conduct regular analysis of key metrics and implement lasting solutions to improve performance where necessary
• Lead or participate in the cross-functional initiative
• Ensure sharing of best practices among the team to drive efficiency.

Requirements:

• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers e.g Ms Excel, Ms Word
• Manage the flow of customer orders from initiation to delivery
• Liaise with Customers, Personal Shoppers, and Delivery Drivers to ensure accurate, complete and on-time delivery of orders
• Organize dispatch of Delivery Drivers to pick up items from retail partners as well as to deliver completed items to customers
• Determine the best delivery method for each delivery
• Negotiate rates with logistics service providers
• Manage Personal Shoppers and Delivery Drivers to ensure efficient processing and dispatch of customer’s order
• Proactively resolve issues as they arise from Personal Shoppers, Delivery Drivers, Customers and Retail Partners
• Prepare an end-of-day report with accurate and complete information
• Conduct regular analysis of key metrics and implement lasting solutions to improve performance where necessary
• Lead or participate in the cross-functional initiative
• Ensure sharing of best practices among the team to drive efficiency.

Why work with Supermart.ng?

• A very unique opportunity to work in a fast paced, structured and technologically driven environment
• A chance to become part of a high dynamic team growing the ecommerce space in Nigeria
• An opportunity for a personal and professional growth in a fast growing sector